Workforce Management in JSM is Now Generally Available!

[liam_incutto]

Not sure whether anyone else has noticed, but, the availability toggles that allow you to mark yourself as available or unavailable still seem to act like that feature is incomplete. As soon as I mark myself as unavailable, click around, move my mouse or even just click on a ticket, it automatically marks me back as available. I personally feel like it doesn't work like it should do.. I feel like it would help massively if it actually had some options:

1. Adhoc - lets you toggle on and off at will, whenever you want

2. Set duration - say you want to be unavailable because you're working on another project, or on a Jira software project (and don't want tickets assigned to you), you could set your unavailable duration to 2 hours for example. Once the 2 hours is up, you're automatically marked as available again resulting in tickets being assigned to you as normal.

Unfortunately, this is the only feature that is stopping me and my team from using Workforce as like I said earlier, it feels incomplete..

[Jason Johnson]

This is all great, and I see some excellent and much needed features on the way. One thing we would like to see is availability reporting. How much time a technician marks themselves available.  Ideally tied to a specific queue, so for example you have a general queue with an expectation that techs spend X amount of time available in that queue. 

[Rabbit Stoddard]

There's already a ticket for the availability issue, which I initially came here looking for: https://jira.atlassian.com/browse/JSDCLOUD-19328

I also have some complex routing needs based on some Assets related criteria, so looking forward to the EAP and additional discussion. That said, my team is incredibly excited about this, and looking forward to it!

Question-- will this eventually integrate with Operations, and service management schedules? I can see situations where we want those to be different for some people and the same for others, so I am curious.

[Subrata Dass]

@Rabbit Stoddard looking forward to hearing more on the complex routing needs . At present we are keeping Operations and Service Management Schedules separate