Backup Technician Feature Request
Is it possible to have an option on how the "backup technician" feature works?
So as I understand it, the backup tech feature only evaluates the due date/time of a request and if the technician is on leave on the due date, then re-assign the ticket.
We have instances where technician is not in the office but requests are still being assigned to the technician and because they will be back in the office when the ticket is due, and as such, it doesn't get reassigned, but this also means that the ticket doesn't get looked at for a lengthy period of time sometimes (sometimes its days)
Can we have it so that we can choose how we would like the backup tech feature to behave ie.
Option #1 - Based on request due date/time (as it works currently)
Option #2 - Based on request created date - so that if a technician is away today and someone assigns a request to the technician, it immediately gets routed to the backup technician so the request can be looked at straight away.
Option #3 - Both of the above (option #1 & #2) - This will re-assign any tickets with due by dates which fall within the leave period, and also any new requests which get assigned to the technician during the leave period.
Cheers
Dale
So as I understand it, the backup tech feature only evaluates the due date/time of a request and if the technician is on leave on the due date, then re-assign the ticket.
We have instances where technician is not in the office but requests are still being assigned to the technician and because they will be back in the office when the ticket is due, and as such, it doesn't get reassigned, but this also means that the ticket doesn't get looked at for a lengthy period of time sometimes (sometimes its days)
Can we have it so that we can choose how we would like the backup tech feature to behave ie.
Option #1 - Based on request due date/time (as it works currently)
Option #2 - Based on request created date - so that if a technician is away today and someone assigns a request to the technician, it immediately gets routed to the backup technician so the request can be looked at straight away.
Option #3 - Both of the above (option #1 & #2) - This will re-assign any tickets with due by dates which fall within the leave period, and also any new requests which get assigned to the technician during the leave period.
Cheers
Dale