Hello -

We have a situation where a ticket is opened during business hours however the "Response Due" field is saying the response is due outside of business hours.

Our operational hours are 8-6pm EST.  We had a ticket opened at 5:47pm EST but the Response Due field says it's due 6:47pm EST which is NOT correct.  We now have an SLA violation because of this.  The expectation would be the Response is due at 8:47am EST the NEXT day.  Why did this happen?

Here is our SLA:

Please advise ASAP!