It would be very helpful if the vacation time could be set up to automatically turn on at a given time/date and then back off at a given/time similar to how an out of office reply can be scheduled in MS Outlook
In my environment when a user (tech and/or client) is either sick or on vacation the user Active Directory account is locked out until they are back at work. What I think can be added to this feature is that once the account is disabled in Active Directory automatically the tech is flagged as on vacation so no tickets gets routed to him.
Cannot believe this is not part of the program already. We only have 3 techs but what if tech 1 is off, then after that tech 2 is off, but overlapping them is their manager who is off and therefore cannot set the on/off vacation manually? Makes a joke of the auto-rules/assignment process in the first instance - more damaging is the fact tickets can be wrongly allocated. Would have thought an on/off schedule would be a default feature?
Top Comments
This would be very nice. As it is now people forget constantly to put themselves on Vacation when they are out. As the administrator I am always having to go in and change a tech status to be on vacation…
IF it integrated in with outlook it could also be set up to redirect tickets when a tech was in a meeting? maybe only those markes with certain priorities
The calendar could also be used for on-call rotation. Have a flag for entries 1) on vacation, 2) on call For the on call, use the round robin or load balancing methods to select the tech to assign the…