Are the "hours" in the time passed trigger for a rule based on business hours set up in Front or are they calendar hours? For example, for the “time passed since trigger” rule condition.
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The hours passed in the time passed since trigger condition should be based on calendar hours!
If a condition is able to count within business hours, you will generally see a dropdown option to select between within business hours or regardless of business hours.
I hope this information is helpful! Please let me know if you have any further questions 
Best,
Patrick
Patrick
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