As you know, in Round Robin you can set up actions that are performed when an agent becomes unavailable/available using Out of Office functionality. Now you can also use tags to mark tickets the assignees becomes unavailable/available instead of private comments.
You can choose between tags and private comments in Out of Office widget on the Settings page.
Please learn how to configure Out of Office functionality with tags here.
If you plan to switch your production Round Robin environment to using tags instead of private comments we recommend to do it as follows:
1. Create copies of your production Out of Office triggers.
2. Change it as described in the article (regarding conditions and tag deleting actions).
3. Test the new triggers to be sure that there work correctly
4. Switch the Round Robin to use tags.
5. Deactivate old triggers.
This will allow you to make the switch smoothly without outages.
0 Comments