Technician 'Vacation' Option should not be replaced by 'out of office' Option

Dear WHD Development team

Our business(Bank Of Abyssinia Customer Support) is highly affected by the newly updated version(12.7.12) changes Which is 'Out Of Office'.

We have got the following major problems on 'Out Of Office' option.

1. A technician can select back up tech. Solution A team Leader must assign who should replace the absent employees. A technician just expected to submit that he will be out of office.

2. A technician can only select one back up tech. Solution It would be good if a technician will select a tech group so that tickets will be assigned to one of the live agents in that tech group.

3. If a technician who submit 'out of office' option stays out of office longer than the submitted date and time, tickets will be assigned to that agent immediately after that date and time. Solution there should me a method to check or uncheck the active 'out of office' option

4. Recommendation: It would be nice if Vacation and 'out of Office' settings work parallelly. Both options are necessary for different kinds of businesses. So Please let them exist together.

tadiyos

Top Comments

pabely 27 days ago

Now that 12.7.13 resolves the issues with the OoO module, the ability to do Option 2 would be nice in a future release.
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jhoag_gcsd 4 months ago

The "OOO" feature was DOA out of the box. It's absolutely evident that the development team who put this together and put it into the product, rushed it and botched the design. I've submitted several tickets on this feature and all of them are design issues. It doesn't allow you to submit OOO requests for FUTURE DATES - if you put them in for the future, they never become active. Worse, if you put an OOO in for a FUTURE DATE...the system puts the tech ON VACATION immediately...it doesn't wait for the future date to occur. The process of deleting/inactivating erroneous OOO records is non-existent. It's just a total miss...and the fact that it went out the way it did? It smacks of bad product development and zero testing. There's no customer in the world that would say "Wow...the OOO feature works!" It doesn't...the system is broken with the update to 12.7.12. Don't do it...it's horrible!
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ed.b 4 months ago

Vote for option 2!

2. A technician can only select one back up tech. Solution It would be good if a technician will select a tech group so that tickets will be assigned to one of the live agents in that tech group.
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ed.b 4 months ago

Vote for option 2!

2. A technician can only select one back up tech. Solution It would be good if a technician will select a tech group so that tickets will be assigned to one of the live agents in that tech group.
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Avadhut.Deshpande 4 months ago

Thanks for reaching out , we are glad that you are using the OOO. Noted your recommendation. It will be good if you can raise a support request and need be Engg team can come on call.
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