Hi
I have a ticket I need to assign to an out of office tech for when they return.
Under ticket history it says "Assigned to Tech[V], Backup-Tech from Admin Tech", yet it's still assigned to the backup tech?
You can't do this currently, hopefully, this will be fixed in the next release.
Hi, This issue is fixed in the latest release of 08 Aug
Just for reference here are the release notes.
I'll try and update and see if it works.
Thanks.
Hi,
Actually, this wasn't completely fixed in the 08 Aug release. I spent *a lot* of time with WHD support and product management demonstrating the new problems introduced with how tickets assigned to Vacationing techs are handled - logged as Case 01404458. I see in the Release Notes for version 12.8 (released 10/18/23) that this case/bug is listed as resolved. I have yet to upgrade to 12.8 to test functionality, but it's possible it has been corrected. Fingers crossed.
I will test for you, give me a couple of hours
I confirm on WHD12.8, I can manually assign a Tech who is flagged as OOO to be assigned the Ticket.
This issue has been fixed on WHD 12.8.0, where auto-assignment to backup tech is only applicable for new tickets and when "Assign Tickets to Backup Tech When" flag is set to On-Vacation.
There is a Daemon Service in WHD that keeps checking if the out-of-office period of a tech is expired or not; if it is expired, then it will reset its vacation status back to normal.
Looking forward to feedbacks....thanks
