Awesome Support Documentation

Configuring Target Times

When configuring SLAs, you get to set a target time – this is the time frame during which the ticket or event should be resolved otherwise the ticket is considered overdue.  This time frame is set in minutes.

It is tempting to consider that an elapsed time of one day is therefore going to be 1440 mins. But as far as the SLA add-on is concerned, that is not the case at all.  “One Day” is the number of minutes between your day’s START TIME and your day’s END TIME as set in the SLA SETTINGS screen (SERVICE LEVEL AGREEMENTS->SETTINGS->WORKDAYS.)

So, if your work days is 8 hours and you need your target time to be two days, then you should set your target time to 8hrs x 2days = 16 hrs = 960mins.