Carol_Lee
Customer IT Monkey ✭
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Answers
Then you need to build some automation that only triggers on Assignment, if the user being Assigned has these values set you need to revert back to the person who did the assigning (or null if it was new). There are several ways to do this second part but I immediately jump to using the SCSM Authoring tool and building two workflows - one that fires on new and another that fires on update.
@Carol_Lee - Keep in mind that the portal provides an interface to SCSM and the functionality you're wanting would be an extension more to SCSM than the portal. Even if the portal were going to prevent assigning a work item to a user who is "out" there would have to be an extension to the user class in SCSM to capture that flag.
There are some 3rd party tools out there that specialize in managing off-hours coverage and team capacity that integrate with ticketing apps, but this seems very feasible, if not quick or easy, to build within the framework of SCSM.
@Carol_Lee, I see your feature request (upvoted!) and would also recommend requesting from Microsoft.
In the meantime, someone might want to tackle this with a customization. With apologies for the wall of text that awaits you, here are some thoughts about how this might look within SCSM / portal if you are going for an experience more similar to the other ITSM apps (otherwise, @Adam_Dzyacky made a great suggestion for handling it behind the scenes):
- Starting with the obvious: "something" needs to indicate that the person is out of office. That could be a checkbox as @Justin_Workman suggested, it could be a call to EWS (or slack API if you use that) to query if they are out "now" or you could even get complex and have a calendar in SCSM derived from the existing calendar class. I somewhat prefer getting the answer from Exchange/EWS since they should already be updating that, and it can be set in the future. That is easy to do in the portal, more difficult (IMO) in the console, but still possible.
- I believe it is worth mentioning that the user class can be updated from the portal with some relatively simple code. It could even be a task/button on the user pref form in the portal where users select their date/language locales, so this is not a barrier. We do not allow use of the console, either. In addition, the CI forms are coming in v9 (I still like the idea of having this particular feature in the user prefs better)
- Next, the user(s) would need to be filtered out of the list of available support group members, or perhaps disabled but visible, instead. This part seems simple for CR tickets, less so for SR tickets, and very difficult for IR tickets: do I filter on their availability now or try to figure out when the ticket is being worked and filter for then? If only looking at their availability right now, this isn't so bad. That seems to be your suggestion, too--please correct my assumption if incorrect!
- In the portal, this could be accomplished with custom code that filters the Assignee user control after the support group is chosen (I would recommend starting with this) that further refines the filter to either hide OOO assignees or show but disable them. If someone wanted to get fancy, the disabled users could display an "Are you sure" dialog when selected and allow selection if "yes" is chosen. Maybe that would be a v2...
The only two reasons I mentioned the derived calendar class above as a way of setting one's OOO, in spite of its added complexity, are 1.) maybe you want to set it independent of Exchange, such as working on a TDY or special project but still in the office, and 2.) you want to create a custom calendar page (Kendo Scheduler control, to be specific) that lets you edit your OOO by dragging the appointment edges or the whole appointment, like you might in Outlook. This would be very complicated for a v1, but possibly appealing to some and maybe worth targeting for later.Hello Adam,
I Noticed that after applying your solution, the WF still in the disabled state.
Hey there @mhendawy - that's expected if I remember correctly. If you import it and then the override MPs that enable the workflow. The console for some reason stills shows them as "disabled". @Gerhard_Goossens keep me honest here?
@Adam_Dzyacky @mhendawy
Yes, that is correct. I thought that is the way it should work... You need to enable the workflows in the console for the workitems that you want to be triggered by this feature.
I actually added some awesome features and automation to this solution. BUT it is not yet ready to unleash upon the world....