Business Hours needs a better mechanic when working with scripts. Currently, if the automation is set to use Business Hours and it falls outside of that, the whole thing dies. My vision is Business Hours is just a counter. So if my business hours was set to 8-5, and I updated a ticket at 4:30pm and have an automation set for 2 hours after no response, then it would count down 30 minutes, pause until 8am, then resume for 1.5 hours and then fire. If I responded at 5:01, then the 2 hour counter would start at 8am.