You can currently set automation rules to run based on a filter around the Business hours.
But what if your support model is 24/7?
You cannot then, make a rule that runs outside of business hours.
In our scenario, we operate a 24/7 business model but between 22:00 and 08:00 and at weekends only URGENT & HIGH cases are monitored and an on-call agent is alerted.
The agent must still be able to log time (which s not possible if not using the 24/7 model).
We do NOT wish to wake up a sleeping agent for non-urgent replies, so these need to be monitored when the Service Desk is not fully staffed.
My idea of allowing real time filtering would mean you could, for example:
Set an email alert to an off-site service when a requester replies within a time period such as between 22:00 and 08:00 where a call out engineer may not be required. The service staff will then escalate or take other appropriate actions.