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.

[Rob Sestito]

Hey - so sorry I missed your reply from a couple of days ago!!!

I am interested as to why this is not working for you - but yes, you can see scheduled jobs. From your filter nav, type in 'Job', and you should see the following:

However, another great place to see EVERYTHING would be System Logs > All

You may want to tweak what you actually see once you step into these modules, but they should get you where you want to be.

I just tested mine again in one of my test instances. I made someone I work with daily, as OOO from today til next week. Went to assign a Case to them, and they were not able to be selected.

It also may be time for you to throw in a gs.info line to your script - That way, when you look at the system logs, you can filter to only see your gs.info message to be sure your script is hitting records.

For example, I set 3 users to be OOO, and I put gs.info("here"); within my script in a couple of places -  and saw returns from the System > Logs 

In all three sections, I got a return on my message:

Here you will see 4, but the first is from 2 hours ago when I started testing again to try and help you.

Hope this helps!

-Rob

[Mrman]

Hi Rob,

We are using HR Skills for auto assigning the HR cases to an agent which will assign based on least number of cases assigned, has the skills required by the case.

Please let me know how to utilize this solution for auto assigning the cases when using the Hr Skills.

[Rob Sestito]

Any luck with this post?

If so, could you mark if someone that helped was correct? Or if you were able to solve another way, could you show your work that helped you solve your issue and mark that as correct?

Thanks so much!

-Rob

[Mrman]

Hi Rob,

I have exact requirement where we need to auto assign HR case to an agent in the group based on their case volume and availability. 

Please let me know if the user has to manually update their OOO status in their profile ?

Will this be considered as a customization and are there any chances this will break during upgardes?

[Rob Sestito]

Hey Rama,

I have a scheduled job that runs daily to check on the OOO date fields. If the 'End Date' is Today, then the fields are cleared and they return back to normal. If 'End Date' is not TOday, they are skipped and remain OOO. IF the user returns early, they yes they would go in and clear them (change them) manually).

So far, I have had no issues through patch/version updates with my OOO configuration (yes this is considered custom work).

Let me know if you have more questions.

Cheers!

-Rob