How to handle requests during the absence of an agent?

[Krystian Mularczyk]

Hello Community!

Do you have any suggestions about how to handle requests assigned to agents that are currently absent because of sick leave or holidays, etc.?

Plain and simple question :) Now we have a list of issues assigned to agent A. He's work during the absence is handled by agent B, but is there any convenient way to do it?

Changing Assignee is pointless I guess, because we cannot revert it back after agent A will be back...

Any clues? :)

[Jack Brickey]

OOTB Options:

1. create a status that the agent would transition his/her issues into when on PTO, e.g. PTO. Then create a queue for PTO and instruct your available agents to monitor and work. Of course on return the agent should move back to In Progress.
2. create a queue for unassigned and have the agents move any issues in their queue to unassigned and have the available agents keep the unassigned queue in check. agent returns he/she should take them back

In reality I expect not all issues would need to be handled while they are out, e.g. low priority issues.

[Krystian Mularczyk]

Jack, thank you for your propositions.

I guess it does not solve our issue. We have a quite big turnover on issues, so we're looking for a solution that would generate notifications for the agent that replaces PTO agent.

In this case, there would be no difference between those propositions and a method where you instruct agent B to take care of all agent A's issues.

That's interesting that there is no OOTB solution for such a normal life situation in SD environment :)

[Susan Hauth _Jira Queen_]

Hi Krystian,

That is tricky and I have not seen anything OOB to handle.  DId you look at this app:

Elevator - Smart Issue Assignment

Susan

[Krystian Mularczyk]

Thank you Susan!

I will take look, but we are looking for any good OOTB solution/method. I guess our issue should be quite common and there is nothing fancy about it. :)