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

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Feb 13, 2019 in Jira

Make your Atlassian Cloud products more secure: our NEW admin security guide

Hey admins! I’m Dave, Principal Product Manager here at Atlassian working on our cloud platform and security products. Cloud security is a moving target. As you adopt more products, employees consta...

619 views 0 12
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you