Set an absence trigger

Technical assistance
1

We are using version 7.0.0-1773735815.10facc67.noble.

However, I am currently looking for a solution to set up Out of Office.

What I would like to achieve is this: if a colleague is unavailable because Out of Office is set, either tickets cannot be assigned to them, or the tickets are assigned to the group so that other colleagues can take them over. We work across several departments and not everyone knows when their colleagues are on holiday. And I can’t see anywhere whether someone has set Out of Office.

If I set the Out of Office via the profile now, tickets can still be assigned and the replacement receives no notification or ticket about it. So nothing happens to those tickets at that point.

2

The out of function is designed for the replacement agent to jump right in. Usually this also involves notifications, but highly depends on the level of the notification configuration of the particual replacing agent.

This also requires the replacement agent to have the exact same permission (access to tickets), in order to have the whole image. This usually isn’t a problem, as long as another department isn’t replacing the agent temporary.

In my opinion there’s technically no reason nor requirement why the out of office user should cause specific messages / information for that reason.