Auto-Reply to Client Updates for Tech Vacation Status

When a tech is working on a ticket but is out of the office for a day or two during the process, it would be helpful if we could set up an auto-reply when the tech's status is set to vacation, in case the client updates the ticket during that time. This would let them know the update was received, and when to expect a reply. We don't want to reassign the ticket, just inform the client.

Find more posts tagged with

out_of_office

prodfr

ooo

auto-reply

vacation

Status: None

Comments

typhoon87

I would also be nice if it was able to offer an auto reroute option that is configuratble within the system. If it is on it can offer to reroute the case to another tech who is in office.

jmcsparin

If you set up tech groups for your request types you can have it automatically route to the next level tech when a the first level tech is on vacation. I have all of my request types mapped to a tech group and each tech group has a minimum of 2 sometimes 3 levels for escalating if the first assigned tech is on vacation.

FormerMember

jmcsparin is it possible to re-assign that ticket to a different member of the same tech group, instead of escalating the ticket? Our tech groups have 1-5 members, and in the case of more then 1 member it would be nice to have that person handle the ticket at that level of escalation, instead of pushing it higher up the chain. I'm new to WHD and am still getting me feet under me, so please forgive me if that is a stupid question.

silmarillion

There is the "Backup Tech" setting available under Setup - Techs:

Backup Tech
The Tech to whom Tickets escalated to this Tech should be forwarded when the Tech is not scheduled to work or is on vacation.

In addition to escalations, the Backup Tech is also used for new Tickets having a Request Type that is not included in a Tech Group, for which this Tech serves as Lead Tech.

But I'm not sure of the action on this for existing tickets (we haven't used it). Seems like a valid question to me

jmcsparin

Sorry I just noticed this. Yes when you setup a tech group you will notice you can setup Levels 1-5 within each of those levels you can set them up to assign based on round robin or load balance. If you use Round robin then if a tech is in vacation status it will skip that tech and t will assign to the next available tech within the same level.

krisneyens

I agree with the question.

in some cases, there are back-up techs and systems to reassign with levels etc. But we use the WHD in an education context and sometimes students (clients) need to receive an out of office message. For now, we solve it with action rules, but this is not a really easy way to do it.