Prevent assigning of tickets to someone on holiday in Spiceworks

[penfold]

I was off yesterday but forgot to tell everyone I was off and as a result I ended up being passed jobs, some of which should have been seen to yesterday. I want to be able to stop people assigning me tickets when I am not in work so it can be assigned to someone else. Part of this reason is that we have a number of people in our department who use Spiceworks and often it can be a case of assign the job to someone else and forget about it.

 

From what I can see there isn't a setting in Spiceworks which allows you to restrict who can be assigned tickets, but I wondered if there was a way in tickets anywhere feature using #assign username or #unassign etc. Does anyone already do this?

[halbaradkenafin]

I was off yesterday but forgot to tell everyone I was off and as a result I ended up being passed jobs, some of which should have been seen to yesterday. I want to be able to stop people assigning me tickets when I am not in work so it can be assigned to someone else. Part of this reason is that we have a number of people in our department who use Spiceworks and often it can be a case of assign the job to someone else and forget about it.

 

From what I can see there isn't a setting in Spiceworks which allows you to restrict who can be assigned tickets, but I wondered if there was a way in tickets anywhere feature using #assign username or #unassign etc. Does anyone already do this?

 

The only way I can think this might work is if you've set up Outlook with Out of Office and set a rule in place which checks any emails from the helpdesk email address containing the words "Assigned to you" (or whatever it is the ticket email says if you've got it set up to do that) would then reply with #unassign or whatever you want to do. Obviously if you don't have it set up for sending emails when a ticket is assigned to you (I know it means a lot more emails to ignore/delete) then I'm not sure there is a way around it other than perhaps telling people to use Open Tickets view instead of My Tickets view and being sensible about resolving other peoples new tickets when they aren't in.

[penfold]

That's what I was kind of thinking with the OOO rule, but I'm thinking that would be a bit of a pain to keep on top of. We do have multiple views available, but these are not always used, and we have an advanced field so that jobs can get "grouped" for example Helpdesk/technician etc so that as a job moves between being raised (auto assigned helpdesk) to being passed to a technician it should also have the group updated. This isn't always the case though as if the last person assigning the job doesn't update the right field a job can get lost in someone's queue if they are off. We also have a fair bit of work coming in at the minute so we tend to only work on our own queues.

 

I know this is down to user issue rather than the software but I was hoping there could be a work-around.