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Martyn Houghton

Logout - Availability Warning / Set to Out of Office

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Would be possible to have a settings to enable the following when a user uses the logout option in relation to their Hornbill Availability?

  • Warning prior to logging out if Status is set to Available.
  • Automatically set Status to 'Out of the Office'

Cheers

Martyn

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Hi @Martyn Houghton,

Can you please explain a bit more about these requirements?

  • Warning prior to logging out if Status is set to Available.
    • What do you mean with Warning? "you are about to log out - Are you sure?" - YES/NO?
  • Automatically set Status to 'Out of the Office'
    • When the user logs out  or session times out - The status will become "out of the Office" - this is in relation to the previous point right? Only if the user has the status "Available"? If the user is on vacation it won't st the status to "Out of..." .

Can you please explain why this is needed?

Thanks,

Daniel.

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@Daniel Dekel

We are using Auto Assign in Service Manager. If a user is set to Hornbill Availability Status of 'Available' they will be assigned requests even if they are logged out.

On 6/5/2020 at 2:52 PM, Daniel Dekel said:

Warning prior to logging out if Status is set to Available.

  • What do you mean with Warning? "you are about to log out - Are you sure?" - YES/NO?

 

Yes, though warning would only been shown if their status is set to Avaialble - 'You are about to log out but your status is Available - Are you sure?'

 

On 6/5/2020 at 2:52 PM, Daniel Dekel said:

Automatically set Status to 'Out of the Office'

  • When the user logs out  or session times out - The status will become "out of the Office" - this is in relation to the previous point right? Only if the user has the status "Available"? If the user is on vacation it won't st the status to "Out of..." .

 

Yes, the option to update the users Availability to 'Out of Office' when they logout if their status is set to 'Available'.

Cheers

Martyn

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@Martyn Houghton,

By "Auto Assign in Service Manager", are you referring to the Hornbill Automation below?

image.png

When a user logs out, their Online status is changed to Offline, so not entirely sure I understand what we're trying to achieve by updating their status on log out. When you hover over a user, their Online status is shown.

On 6/5/2020 at 11:59 AM, Martyn Houghton said:

Would be possible to have a settings to enable the following when a user uses the logout option in relation to their Hornbill Availability?

  • Warning prior to logging out if Status is set to Available.
  • Automatically set Status to 'Out of the Office'

Cheers

Martyn

 

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@Ehsan

We have found the offline user option get confused when the analyst also has the Mobile app installed. Also sometime our analyst will also be disconnected from the Hornbill application when undertaking customer remote access, as some of these block all other connectivity including to the internet.

We purely use the Auto Assign based on the analyst availability status, hence whey we are looking to trap when a user logs out and still has their status set as available.

Cheers

Martyn

 

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Hi @Martyn Houghton,

I have discussed about this feature with multiple team members and we all concluded that is not a feature we would like to support.

The main reason is that you can be logged in to multiple devices included mobile. the idea of the availability status is to allow the user to "declare" their availability.

Regards,

Daniel

 

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