Case Assignment when the Agent is Out-of-Office

[cnharris1]

Hello developers,

Not sure if this the right forum but I have a quick question.

If an agent is usually assigned certain HR cases through AWA but they are out-of-office for a couple of days, can they or their manager automatically delegate those cases to another team member?

Best regards,


cnharris1

[Uncle Rob]

I think that's what the OOB Delegates functionality does, isn't it?
Delegates de facto see the approvals/task assignments of their Delegator as if they are their own?

[cnharris1]

Hi @Uncle Rob I think the OOB Delegates would work I just couldn't remember if it is only limited to tasks or if cases were included with that as well.

Best regards,

cnharris1

[Dr Atul G- LNG]

Hi @cnharris1 

I will say don't use a delegate, as it will open the door for all, use the Granular Delegation, in which, you can create the Delegation rule on the specific types ( not for all tables) and with a specific condition. You need to install that plugin.

[AshishKM]

Hi @cnharris1 , 

As the HR Cases belongs to specific HR Service line, the same service line team members ( including manager ) can assigne the case to other team members.

-Thanks,

AshishKM