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Thread: Manage users absence to avoid assigning tickets to them

Marcus
Posts: 6

Manage users absence to avoid assigning tickets to them Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 26 Feb 10 8:45 AM

Hello,

we use SLX 7.2.2 to manage incoming calls for our hotline and notify users with a ticket to call back the customers

Actually we want to handle the users' absence due to holiday, illness etc., at this period no tickets should be assigned to that users

i know about the option "available for calls" in the user profile, if this option is checked, everthing worked fine an no ticket can be assigned

BUT:

- only the admin can check/uncheck this option

- the poor admin (myself!) will go mad if he had to trace the users absence for x days....

is there any way to solve this problem? maybe a connection to Exchange-Server where users adjust their "out-of-office"-notifications ?

or something else that is available for each user to gibe the information about absence to the VB-Code in SLX?

Thanks a lot,

Marcus

[Reply][Quote]

Mike Spragg
Posts: 1226

Re: Manage users absence to avoid assigning tickets to them Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 27 Feb 10 10:09 AM

Hi Marcus

The code to ascertain whether a user is available for calls is fully open - so it would be quite a simple matter of adding in a table/code etc. to handle the adding of a flag to ensure tickets can't be assigned. You could do this such that users's managers can flip this on/off to avoid restricting to the admin - you probably wouldn't want to allow the user to do it (it'd be permanently on !).

Regards
Mike

[Reply][Quote]

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