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So, noticed the target Resolution time on ticket IR193 is 06/04/2013 5:00:08 but the ticket was created at 06/04/2013 4:53:24. The metric resolution time is configured for 2 hours on priority 1 incidents. So shouldn’t the target resolution time be two hours from the time of creation? And if you take into account the service desk hours which are 8AM to 5PM the target resolution should be within that time frame correct? Here is the metric below. Why doesn't the estimated target resolution show within the service desk hours?