There are SLA's that we have initiated for future type requests.. requests that will not see completion until 30 days.

 

The rules and the criteria has been set and the issue should be resolved within 30 days. In this case level 1 escalation is the ticket is not resolved occurs 10 days after. and the second level occurs 20 days after...these two seem to work fine. the third level is set to 30 days after and for some reason, it always fires early, 18 days after ticket created not even after SLA was breached.

 

Is this a known issue?