SLA calculation varies based on Workshift start day.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Issue:

The workshift calculation is different when start of day is Sunday instead of Monday.

Steps:

-> If workshift is defined as below:
   Mon - Sun { 8:00 am - 10:00 pm }
  then the event calculation is shifting to few days away.

-> If workshift is defined as below:
   Sun - Sat { 08:00 am - 10:00 pm }
   then the event claculation is as expected.

Environment

Release : 17.3

Component : SDM - Classic UI

Resolution

This is discussed with SE via defect DE64972 and got an update that the correct way to use workshift is with Sunday as the start day.