Currently the auto assign appears to be working on the basis that if a technician is marked as off at the same time as the due date then it will not be assigned to them. This has been causing us issue in that our standard SLA is 2 days although most requests generally don't take that long to deal with, but it means that the technicians stop recieving them 2 days before they are due to be off. Also it means they get tickets assigned to them that are due to expire an hour or 2 after thay get back, which gives them not time to get them sorted.

 

It would be good if there was an option of rather then the auto assign going on due date on who is available but switching the trigger to creation date so no request get assigned to a technician while they are marked as off (we can re-assign manually any that get assigned justbefore they go off). This would also be handy as one or 2 of our technicians sometime have to be mark as off duty as they also have to perform other duties that are not service desk related. Currently we are having to resort to just excluding them, but this means it has to be manually done each time and can't be setup beforehand.

 

If there are currently other ways to work around this can you let me know and that may well be what we need.

 

Thanks

Dave