Service Level showing Resolution Missed when it still in the future

[Caroline]

We have a ticket that was a P1, resolved then reopened, then downgraded to a P2. The SLA target calculations seem to have got screwed and both Response and Resolution are showing as Missed when they weren't.

Found this in the diagnostics which I think is backward - if those two conditions are true then target has been Met, not Missed:

*** Service Level Target [Response] Change Completed *** Target has previously been completed prior to this target change Previous Completion Duration: 2 seconds Response Target Duration: 11031 seconds Working Time Calendar Calculated Response Time: 2024-10-23 10:25:02Z New Target Time Already Passed Setting WithinTarget Value: 0 WithinTarget Date Check Validation: (Previous Completion Duration < Response Target Duration) && (Working Time Calendar Calculated Response Time >= NOW) (2 < 11031) && (2024-10-23 10:25:02Z >= Wed Oct 23 2024 09:55:02 GMT+0000 ())

 

*** Service Level Target [Resolution] Change Completed *** Target has previously been completed prior to this target change Previous Completion Duration: 2622 seconds Resolution Target Duration: 147287 seconds Working Time Calendar Calculated Resolution Time: 2024-10-29 10:53:09Z New Target Time Already Passed Setting WithinTarget Value: 0 WithinTarget Date Check Validation: (Previous Completion Duration < Resolution Target Duration) && (Working Time Calendar Calculated Resolution Time >= NOW) (2622 < 147287) && (2024-10-29 10:53:09Z >= Wed Oct 23 2024 09:53:09 GMT+0000 ())