SLA Escalation - Business Hours
If a SLA is scheduled to only be resolved/responded during business hours it would be great if the Escalations could also be configured to only escalate during business hours also.
In our case a manager/technician may get an email about a request that is going to escalate in 3 hours time. The email is received at 5am, yet the technician is not on duty until 8am. It would be better if the email could be sent 3 BUSINESS hours prior to the due time, which would mean that action could be performed to ensure that the SLA is met.