Best way to handle HR case assignments when agent is temporarily out-of-office

[Joseph Gabriel]

What is the best-practice method to prevent assignment of HR cases to an agent who is temporarily out-of-office (e.g. sick, vacation, etc.)?  Assume that assignment is performed normally using matching rules and manual re-assignment.

[ditavaclavikova]

Hi Rob, thanks for this.

I created the three fields on our user table - Out of Office, Start Date and End Date.

I am trying to do the Dictionary override but can't find this anywhere. If I try to configure list I can see it is selected but I guess because we haven't used it it's not showing on the table as a list. Can you help please?

[Rob Sestito]

Hello!

Yes I can show you how I get there - and hopefully it will be the same for you.

While on the form, right click on the field you want to see the dictionary for. In this case, Assigned To:

After you right click on the field name:

Click Configure Dictionary

After you do - you will end up here:

Scroll to the bottom, until you see:

Do an override for both Case and Task:

Were you trying to do a dictionary override for those new fields you created? If so, then yes, you would not find the override tab anywhere as you would have to create those from scratch. The dictionary override tab, does not show on the Dictionary form of a field until you create some from the actual System Definition --> Dictionary.

Hope this helps - let me know if you have more questions!

Cheers!

[ditavaclavikova]

Hi Rob, thanks really appreciate your help, I'm stuck with this!

So far I have:

1. Created the three fields on user table

2. Override dictionary both case and task

3. Created scheduled job

But the cases still get assigned to a user that has OOO checked. Do I need to amend the assignment BR? Would you be so kind and help me with a script please?

Thank you!

[Rob Sestito]

So from what I can see - everything looks right. I did nothing to the Assignment BR.

This will be a silly question but I need to ask - after you are checking the OOO Box, and entering in the dates, are you saving the user record before testing? Second, on your scheduled job form, can you edit the layout and add the Application Field? We need to see where you created it. If you created it on the HR Core Case Application, that may have something to do with it. I know within the script we make a call to the sys_user table, but the user table is also in the Global application. And as we know, from using the HR Case management system, working within a Scoped Application can be tricky sometimes.

So for your next steps, I would first add the Application field to your Scheduled Job form - so we can see where it was created. If it was created under the HR Application, then I would suggest try making the same job within the Global App, and see if that changes anything..

I would also recommend just having your job run Daily, early AM. That would be much easier than having it run periodically, 1 day, starting the day you created it (just my suggestion).

Keep me posted!

-Rob

[ditavaclavikova]

Hi Rob,

Yes I saved users records when checking the OOO I tried updating it too. Scheduled job was created in global application (phew) and I changed the run to daily now. 

The job ran today 17-05-2019 09:46:09 but when I tested creating a new case - it got assigned to the user that's ooo.

Is there a way to see the log of completed scheduled jobs? I don't seem to find it anywhere.