Hi Amir,
Can you also supply a screenshot of the assignee of the ticket with workshift set for them, as well as a screenshot of the ticket itself along with the SLAs attached etc. so we can piece this together. For something like this it may be better to open a support case to have an engineer work on it with you, but we can certainly take a look at it here first to see if anything sticks out.
Thanks,
Jon I.