Service agent on vacation

Is there a way to say that a service agent is on vacation and all tickets normally assigned to them should be assigned to another nominated aged for that vacation period?

3 answers

Did you resolve this Jeffery? I am looking for a solution as well for service desk cloud.

0 votes
Susan Ostreicher Community Champion Aug 17, 2017

I'm also looking for an answer to this.  Did either of you find a solution? Thanks!

No, not one that I really like. As a workaround, I created an automation to notify us if there is a comment put on a ticket assigned to an away employee. Automation is:

When: Comment added 

If: Issue matches assignee (indicate away employee)

Then: @ Alert user  (add whoever you want to alert)

Alternatively you could use a comment in the Then step of the automation and say something like "This ticket is assigned to an employee who is out of the office, @user and @user please ensure you follow up in lieu of their absence." or set up an external comment that tells the reporter that it will be addressed upon their return.

As a side note, we use the cloud version of JIRA.

 

Absolutely open to hear other ideas/resolutions as I do not find this very ideal but it's the solution I have for now.

Susan Ostreicher Community Champion Aug 18, 2017

Agree, it would be better to be able to set the agent status to "away" to trigger this kind of a rule.  But theses suggestions are very helpful. Thanks for sharing.

Hi @Jeffrey Cooke,

you Question is an older one but may still be relevant. We've had the same challenges and as a marketplace vendor, made it a plugin.

We've just released Out of Office Assistant for Jira Cloud, which allows a User to get his tasks reassigned and/or comment added, while he is on holiday.

It works for both agents & normal Jira Users.

Maybe that is still useful to you too. @Susan Ostreicher possibly for you too?

Would be great to get some Feedback.


Cheers,
    Christian

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