Technician Availability
Is there a feature or way that when a technician calls in sick and there is no backup technician that handles that persons tasks and we mark them on leave that the sla's associated with those tasks can be put on hold without having to go into every ticket for them or that gets assigned to them and putting them on hold..... some of these are maintenance tasks and not as big of a deal to worry about re-assigning but we still don't want sla violations out there.... some people really have no backup and are the only ones that perform certain tasks.