Automatically identify Status of the Agent

Question

Hi Team,

My requirement is to get the status of the Agent whether the Agent is working or on leave.

If the agent is on leave then the customer request should be assigned to the next available agent. Could you please suggest the feasible ways to achieve the above functionality.

Much appreciate your support

Jack Brickey · Answer

Best to use the Reply box rather than Answer...

so if you are using RR you could consider adding to the rule logic to check if the assignee is on leave. Something like...

* Refetch data action after RR assign
* condition check if Assignee is member of vacation group that you manually manage and if so send email to all agent to take manual action to reassign.
* create a queue for issues where assignee is in members of "on-leave" group. The agents need to keep this queue empty

bhushan_7bcxyd · Answer

Is this done manually or are you assigning round robin or something similar using automation?

We are using round robin for assigning issues to the agents.

Thanks @Jack Brickey for the quick response.

Jack Brickey · Answer

Hi @bhushan , OOTB there isn't a means of easily managing agent leave/vacation. There could be a way of accomplishing this with automation but it will require some effort to manage the vacation list. One question I have is how are you assigning issues to agents? Is this done manually or are you assigning round robin or something similar using automation? You might also consider a marketplace app here are some to check out - jira-service-management-query=Vacation