No warning when assigning request to non 'Available' anaylyst

[Martyn Houghton]

When assigning a request to an analyst, via the user application, who  is not set to Available, there is now warning or popup like there is in Support Works to advise you that the analyst is not available nor the option to continue or cancel assignment.

If this is not already a planned change, can this be raised as important change as this is quite crucial for us as we have a distributed teams working different working patterns.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

We are currently reviewing an existing change to work with the existing on-line and availability option that a user has on their profile.  You may have seen a "green dot" on the workspace members list or other places.  This green dot suggests and active session.  There is also the availability option on a user's profile that is more focused on setting themselves as being on holiday or out of the office.  We hope to take advantage of these features when assigning a request.  So we are possibly not too far away from providing this type of feature.

Regards, 

James

[Martyn Houghton]

James

Thanks for the update. Along the same vain, at the moment as an administrator I can change the availability of a user, but I cannot change the availability description. The ability to change the text would be useful, for example when marking people as being off sick etc, you can include a note when they are expected back. Also it would be useful to have additional status of 'Busy' and 'Off Sick' as well.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

I just wanted to confirm that you are referring the to the User Details page in Administration?

Thanks,

James

[Martyn Houghton]

James

Yes that is indeed the case. The Admin Tool User details allows us to change the users availability but not the message.

Cheers

Martyn

[NeilWJ]

Hi Martyn,

Will be in an upcoming release.

cheers

 

[James Ainsworth]

14 hours ago, NeilWJ said:

Hi Martyn,

Will be in an upcoming release.

cheers

 

Just to confirm that the ability for an Admin to provide or edit the availability message for each user will be available in Administration in an upcoming build.  The visibility of the support person's availability when assigning a request, is in the process of being planned and prepared for development.  

[Martyn Houghton]

James

Thanks for the clarification. I can indeed update the availability message for a user now using Admin build 396.

If you can advise, once scheduled, of the timescales for the visibility when assigning request as this is quite important for us with distributed teams.

Cheers

Martyn

[James Ainsworth]

The ability to see the on-line status and availability of a support person when assigning a request is now being worked on by our development team.  I'm expecting this functionality to be available soon.

Regards,

James

[James Ainsworth]

@Martyn Houghton

I just wanted to let you know that the feature to provide a support person's availability when assigning a request has been made available in Service Manager build 817 on August 22nd, 2016.  

Regards,

James