Please share your experience with managing agents' vacations

Question

Greeting, I'm looking for ideas on how to handle vacation/sick leave days for my JSM agents.

I have ~18 JSM projects and 7 agents, I saw some apps in a marketplace, but always want to explore first solutions based on core functionalities.

The first that came to my mind is to create automation in each project paired with the Bulk change to catch all comments:

* If someone created an issue for a Person1 - re-assign it to Person2. ON/OFF that rule and edit Person2's name every time someone going on vacation.
OR
Simply change Project Lead as it's a default assignee. I can add any agent since they all are part of the Group which is added in the project's people.
* Create a filter, to Bulk change assignee in all Person1's issues to Person2 (I can re-do the action later thanks to the project IDs). This is needed if the Client will re-open the old request or add a new comment.

How you guys solve this?

Olimpia Estela Cáceres-Brown · Answer

@Jorden Van Bogaert

Thank you for letting me know.  The tag is fixed now!

Jorden Van Bogaert · Answer

Hi @Olimpia Estela Cáceres-Brown

I think you may have tagged the wrong Jorden ;)

I've quickly created a test project with an automation rule that would fit your case if I understood correctly:

I just went to project settings > automation > Rules > Project Rules > Create rule

Hope this image helps you get started :)

Olimpia Estela Cáceres-Brown · Answer

@Jorden Van Bogaert  Do you mind to share your automation rule? I have a lot of tickets assigned to me (basically I'm the only one who handles tkts right now and assign ticket first before working on or Escalate to external team)  I would love to let customers that write a comment to ticket that I am absent and I'll get back to them at my return)

Thanks!