Configured SLA but Response Time shows Due in 13 days.

Could I just check? Where the tickets in the system before you changed the SLA targets?

I am almost sure the targets are captured in a ticket when it is received. Changing the SLA after that has no effect. But is the tickets came in after the SLA was saved, then you need to dig further.

Maybe you could change an entry from Business hours to Calendar hours to see if that makes a difference. Then you would know if the calendar is the issue or the SLA hours.

Hi Mark, thank you for your response. The issue happens on every new ticket after SLA changes.

I've tried changing from Business hours to Calendar hours and new tickets become due in 3 days, so I suppose it is caused by the Business hours. However I don't see a problem in my Business hours settings, could you please assist to have a look at my settings below?

Settings seem correct, but I cannot see what you have set up as holidays, and especially this time of year that can make a difference.

Please bear in mind that with a setting of 48 business hours, that is 6 working days (5 days of 9 hours plus 3). That will include either one of two weekends, plus some holidays. Then it is easy to reach 11 (especially end of December when I assume you have a few holidays).

I would check if you really want 48 business hours, or intend 2 days (which is 18 business hours).

Does this help?

Hi Mark and Aravind,

Thank you for pointing out the problem areas, they really helped. I think I know what is the root cause for my issue already. My business hours are 9 hours/day, but my SLA is 48-72 hours. That's the reason it comes up to about 2 weeks including weekends. In the end it's a mathematics problem.

Thank you very much for your attention and advise.

Regards,
Eva