Preventing call assignment when 'full users' are on holiday

[JJack]

Hi,

Is there a mechanism for stopping people assigning calls to others if they are away or on holiday?
Not particularly looking for anything automatic based on a person's availability, just something I could do on an individual-by-individual basis to let people know at the point at which they try to assign a call, that the person is away.
Sorry if I've missed the obvious.

This was possible in Supportworks via properties/system privileges:
 

Supportworks - calls cannot be assigned to this analyst.bmp

[Adrian Simpkins]

Hi Jack

I think you can only restrict assignment of requests to staff on holiday if you use Round Robin / Most available in the assignment step in the BPM as the system will pick up they are unavailable and prevent assignment. Of course this could be incorrect but this is my understanding. So anyone marked as on Holiday but you dont auto allocate your assignment of requests in the BPMs potentially means someone can assign a request to someone on Holiday / Away from the office. 
 

Of course if this is incorrect if anyone can let me know please. I also agree with the need to be able to prevent anything happening on a Users account whilst they are off if you assign manually. So its a +1 to give us this function if it is not already in place !

Many thanks

Adrian

[Berto2002]

The only 'workaround' I know to this is to remove a user from a team when they go away and add them back in when they return (yes, assigned Requests remain assigned).

1. Set-up a basic form that any of your analysts can see and have them enter their name and the group/s they want to be removed from
2. Have the workflow assign the ticket to them in one of their teams
3. The workflow removes them from the group/s (i.e. team/s) they listed and stores the team ID value/s in custom field/s
4. When they return and logon, they resolve the Request assigned to them and the rest of the workflow re-adds them back into the groups they were removed from

The effect of this is that the person would not be seen in the list of team members and so could not be assigned Requests.

[Adrian Simpkins]

Sounds like more admin for me Rob as I can imagine my staff would not do this before going off, and it would land in my lap  Ideally I would like the system to recognise that someone is away. However of course they may still have requests assigned to them whilst away - bit of a pain to manage !

 

[Berto2002]

I would add my +1 to an enhancement request that gave the option to block assignments for those with certain Availability Status

[Steve Giller]

26 minutes ago, Adrian Simpkins said:

Ideally I would like the system to recognise that someone is away.

This can probably be achieved, depending on how/where you record that information, however, there are a number of scenarios where it is perfectly valid to assign a Request to someone who is away, which is why this is not something that can be simply dropped in.

 

21 hours ago, JJack said:

to let people know at the point at which they try to assign a call, that the person is away.

The Assignment action does show the Hornbill status

so I'm going to fall back on the usual suggestion of beating your staff with a stick* until they do things the way you want them ...

*other disciplinary methods are available.

[Berto2002]

lol

[Adrian Simpkins]

double lol - stick is ready !