I'm trying to setup a default SLA for all cases.
I went ahead an created this:
The logic is simple and it is working fine when my limits are set within hours of case creation (as the "First Response" above). But when I set it with days (as the "Resolved By") I end up with crazy results as the one bellow. It is somehow adding a bunch of extra days:
I only have one SLA which is set as default.
It is set to use the only weekly schedule which is 9 hours a day, Monday through Friday, not observing holidays.
I don't have a holiday schedule.
Any ideas of what I'm missing?