How can we prevent new JIRA Service Desk issues from being assigned to Service Desk Agents during their scheduled days off?
Example:
Agent 1 works 8 hours per day, 5 days per week, with Wednesday and Sunday off.
Agent 2 works 8 hours per day, 5 days per week, with Monday and Tuesday off.
How do we prevent new or high priority issues from being assigned to Agent 1 on Wednesday or Sunday?
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Additionally, how do we prevent an agent from "holding on" and remaining assigned to a high priority ticket through their off-day(s)?
Example, Agent 1 is assigned high priority issue on Tuesday, however that user is unable to resolve the issue before they leave for the day and therefore "holds" (remains assigned) on the ticket, which delays an additional 24 hours before issue is resolved and therefore counting against our department SLAs.
Any ideas would be very welcome. Thank you!
