I am just learning SF and I am noticing that there seems to be no rhyme or reason with what business hours get set on a case.
I opened 8 cases. Two cases Email-to-Case and two through our customer portal for two different accounts. Both accounts have a PT region/entitlement. All of the portal cases had PT Business hours set. Only 1 of the 4 email cases had it set. The rest did not. Confusing!
Any help appreciated.