I want to use automation to assign tickets to different people at different times, and I know there's a way to do it with if-else statements for each time window block and with a set group of individuals during that time block.
However, if someone is out sick, on vacation, or takes a lunch break, tickets will still be assigned to them.
It is definitely not convenient to have to update the automation rules multiple times a day to account for lunch breaks...
But I can't be the only person who's run into this scheduling issue... how can we do this efficiently in JSM Cloud?
There is a thread about this issue.
Can you analyze if it helps you?