I'm running in to a problem with alerts, 2 in particular:
1) When a ticket is opened, I want it to be assigned within 4 hours.
2) All open tickets should have active communications at least every other day.
The problem is, we are an 8-5 M-F IT department, and it's continuing to throw unassigned ticket alerts at night, and stale ticket alerts over the weekend. There should be some way to set hours of operation to make these alerts actually useful and not just noise, but I've not been able to find it anywhere.