Out Of Office

[Domantas Giedraitis]

Hi,

We are a team of ~5, and are working on daily basis. However, not everybody in the team works 9-5 Monday-Friday type of job. There are some working part-time, some who doesn't work Thursdays, etc. You get the point!

Now, we do not have any "Auto-assign" ticket rules, or anything. So the ticket which comes in sat in "Unassigned", until one of us assigns it to itself.

We are looking for a way to reassign / notify someone else, when a person is Out Of Office.

Scenario:

The person who is not working on Thursdays, has 10 tickets assigned to him/her. He leaves on Wednesday evening, and all tickets are in "Waiting for Customer" state. On Thursday, when the person is off, people start to replying to the ticket, however none of the other 3-4 colleagues can see it or are notified, because it is assigned to that person. Furthermore, people who reply to the ticket don't get any "Out of office" notification, so they expect that he is still working but is just ignoring them.

Is there a way or a plugin, which could help us to resolve this? We would need to setup our working hours, or even if it is manually enabling / disabling out of office message, and then selecting who will be notified in case of a new message. Anything really would help? 

Note: There are loads of tickets, hence the reason why other's can't see any updates. 

[Daniel Ebers · Accepted solution]

Hi @Domantas Giedraitis

it looks like this would be something which is requested quite frequently.
From what we could see in Community users indeed use Automation like Bill perfectly mentioned.

I do not have a ready-made solution at hand but I wanted to link a similar discussion which could add some ideas or inspiration to the approach:

• Can an agent be marked as absent to enable ticket diversion? 
  https://community.atlassian.com/t5/Jira-Service-Management/Can-an-agent-be-marked-as-absent-to-enable-ticket-diversion/qaq-p/1665772

Regards,
Daniel

[Bill Sheboy]

Hi @Domantas Giedraitis  -- Welcome to the Atlassian Community!

Seems like a great feature to have built-in; sadly it is not.  There is at least one suggestion to add this: https://jira.atlassian.com/browse/JRACLOUD-62416

There appear to be several add-on products in the marketplace.  I haven't used any of them, so ponder your requirements and then consider reviewing them:

https://marketplace.atlassian.com/search?hosting=cloud&query=out%20of%20office

If you decide not to purchase an add-on product, you could probably build something using the built-in automation for Jira (A4J) rules.  To do that, you would set up a scheduled rule to check status and assignee, and adjust accordingly.

Best regards,

Bill