Add documentation about improved SLA rendering, and the option to change it

Problem Definition

According to JIRA Service Desk 3.6.x release notes, the SLA rendering has been improved to include days and weeks.

This improvement is not documented in the official SLA documentation.

Why this is important

It is really important to explain how the new rendering works and how the number of days is calculated, because the way it is calculated now is complex and not straight forward, and doesn't always make sense to our customer.

Here is an example:

• Let's assume that there is a calendar with 5 days a week and 8 hours per day.
• Let's assume that there is an SLA configured with this calendar and a goal of 40h (1 week).
• There will be situations where the remaining time will be displayed in the issue view as 3d 14h.
• This rendering can be confusing for the user. Since 1 day = 8 hours, it would make "more sense" that the displayed time is 4d 6h instead of 3d 14h, without having any documentation explaining how the time is displayed.

Suggestions:

1. Provide a clear documentation explaining how the number of days is calculated in the SLA
2. Provide the JIRA Admin with the option to modify the way the time is rendered (for example, provide the option to display 4d6h instead of 3d14h)