Set the SLA Goal as a Duration
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Go to SLAs, and click Add New SLA Definition.
Find Goals, and select Duration.
Type a duration in the short time format (e.g., 2d 5h 30m) and this will be your SLA’s goal. Keep in mind that when the letter “d” is used in the duration, it is interpreted as a “calendar day,” which could be 8 hours, for example.
Pick the calendar you want to set up the SLA goal for.
That’s it! The deadline will be calculated as: Deadline Date = SLA Start Date + SLA Value + (SLA’s Pause Duration)*.
*Only if your SLA has a pause duration.
The SLA will begin counting after the start condition is met, and you'll have as much time as the duration you have specified here.