Automated Abscence

Technical assistance
1

Infos:

  • Used Zammad version: 7.0.0-1773406141.7910ed7.debian13
  • Used Zammad installation type: package
  • Operating system: debian 13
  • Browser + version: Edge, Firefox usw.

Expected behavior:

  • Build an Trigger/Automation that turn Abscence of an Agent on for an certain time periode (workdays are different in our team) so that another Agent can handle that Tickets while the other is absent

Actual behavior:

  • not possible right now but i am happy to hear for creative answers
2

Technically you could achieve that via API.
However, it would be a lot easier if this is a normal workflow for the agent (as in their last task before logging off).

Because usually ™ that would be the way you’d do it the analogue way too. That being said, if an agent goes sick etc, admins still could do it if needed. But ideally, if things cannot wait etc due to holidays, then you might wanna rethink if tickets should stick with agents.

Proper usage of pending states might also be a solution.

3

I haven’t had time to test this theory at all but maybe the new webhook features in Zammad 7 would let you set a Scheduler to send an API call to Zammad that sets the Out of Office fields on a user object.

4

hey,
yeah sure an proper workflow where the user does that would be nice, but we all know how lazy IT People can (and maybe should be) so automating that process that is returning at many small IT Office we know would be nice.

What do u mean by “proper usage of pending states”?