I have started this discussion because I opened ticket JSDCLOUD-6062. This is about adding an option to have the Time in Status automation count days as business days rather than business and none business days.
The way we have our automation set up is after 2 days of the ticket being in Waiting for Customer it will transition to Inactive and then followed by Inactive 2 and Canceled.
This is a great feature and helps us not have to manage inactive tickets but the one drawback is if a ticket moves into an inactive status on a Thursday or Friday the process continues over the weekend when the person who has gone inactive is not working and it is not possible for them to reply.
If you agree that there should be an option for it to be counted over business days please go to the ticket and vote on it.
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