Why do tickets with SLAs that have a target in business hours show a higher number of hours until the target is due than what the SLA metrics should have set?
This happens because SLA time targets are always displayed in only one unit of measurement: calendar hours. This is done to make the agent experience less confusing by displaying all targets the same way, and to help agents identify which tickets have a higher priority in real time.
In this example, these tickets arrive during the middle of the weekend, and your business hours are defined as M-F, 9-5.
Ticket A has an SLA target that's due in one business hour.
Ticket B has an SLA target that's due in in 4 calendar hours.
- Ticket B will require a response before Ticket A.
For additional information about how SLAs work, check out Defining and using SLA policies .