After reviewing the details, especially the confirmation that your custom schedule is linked AND the ticket expires at exactly 24 natural hours (10/29 8:45 to 10/30 8:45), the issue is almost certainly a conflict where your custom scheduled SLA is being overridden by an unscheduled 24/7 SLA.
Your custom schedule is correctly defined (Sun-Thu 8-5), but the system is clearly ignoring it, which only happens if the active SLA has no schedule or is a 24/7 schedule.
The likely culprit is the Transient SLA setting on your "S2 - Normal - 24 hours" Plan.
Actionable Check: Override Conflict
When an SLA is set to Transient, it can be easily overridden by any other Non-Transient SLA assigned elsewhere in the system.
Check for the Hidden Non-Transient SLA:
- Help Topic: Go to the Help Topic (likely "ERP (Sage)"). Is the SLA Plan field set to the "S2" SLA, or is it set to another system default (like an old, unscheduled "Default SLA")?
- Department: Check the Department the ticket is routed to. Does the Department configuration implicitly apply a Non-Transient SLA that is specified in the Department Settings that is overriding the S2?
- If a Non-Transient SLA without a schedule is winning the conflict, it defaults to 24/7 tracking, resulting in the exact 24-hour expiry you are seeing.
Test Fix:
- Go to your "S2 - Normal - 24 hours SLA" and temporarily UNCHECK the "Transient" option.
- Create a new test ticket.
If unchecking Transient fixes the problem and correctly respects the Sun-Thu schedule, you've confirmed the conflict. You'll then need to trace which specific Department or Help Topic is injecting the Non-Transient, unscheduled SLA that is causing the override.
Hope this helps you narrow it down quickly.
