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Analyst availability for ticket assignment

Tom_Hyde

Tom_Hyde Customer Advanced IT Monkey ✭✭✭

June 2017 in Service Manager Portal Feature Requests

The ability to see an analysts availability/status directly from the portal e.g. Available, Out of Office, Holiday, Project etc. would be useful for ticket assignment. We have analysts who sometimes pass tickets which can get neglected/breach SLA's because of this.

Having this feature would allow the person assigning to see if they are available or not. Could also go one step further and prevent the assignment if analyst has a status other than 'Available'.

This could be a manual process by the analyst updating their status from the 'User Settings Page' or could be integrated off the back off the 'Allow Skype for Business/Office 365 Presence Bubbles to Appear in Cireson Portal' feature request (https://community.cireson.com/discussion/comment/3284#Comment_3284).

18

18

18 votes

Submitted · Last Updated June 2017

Comments

Sean_Terry Customer Advanced IT Monkey ✭✭✭

November 2017

Would work well with this - https://community.cireson.com/discussion/89/analyst-out-of-office-ooo-notifications-for-cireson-analyst-portal#latest

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