Technician on vacation status

Hi all -

Running RT 4.0.16. Was talking with a co-worker today about this. I was
wondering if there is anything that can be put in place (easily) for when a
person is out of the office for a long time.

For instance , if a person is out on vacation for two weeks and not
everybody is aware, maybe RT shouldn’t allow tickets to be given to this
person?

Not sure if this is possible…or even a good idea. Just a thought.

Max

Hi all -

Running RT 4.0.16. Was talking with a co-worker today about this. I was
wondering if there is anything that can be put in place (easily) for when a
person is out of the office for a long time.

For instance , if a person is out on vacation for two weeks and not
everybody is aware, maybe RT shouldn’t allow tickets to be given to this
person?

Not sure if this is possible…or even a good idea. Just a thought.

I havn’t seen an extension for RT that helps with vacations and would be
cool to get one.

Max

Best regards, Ruslan.

Am Mon, 26 Aug 2013 16:57:40 +0400
schrieb Ruslan Zakirov ruz@bestpractical.com:> On Thu, Aug 22, 2013 at 2:20 AM, Max McGrath mmcgrath@carthage.edu wrote:

Hi all -

Running RT 4.0.16. Was talking with a co-worker today about this.
I was wondering if there is anything that can be put in place
(easily) for when a person is out of the office for a long time.

For instance , if a person is out on vacation for two weeks and not
everybody is aware, maybe RT shouldn’t allow tickets to be given to
this person?

Not sure if this is possible…or even a good idea. Just a thought.

I havn’t seen an extension for RT that helps with vacations and would
be cool to get one.

I have never tried this, but what happens if:

  • that user is disabled?
  • if that user has any old tickets in "waiting for feedback status"
    and then the tickets acutally get feedback and the user is disabled?

Disabling the user is harsh - but at least, nobody will be able to
assign new tickets to the user.

In my organization, people just send an email to everybody when they
are away for a longer time…obviously not a solution for a company
with 30k active RT users.

I would be really interested to know how organizations with a large
number of privileged RT users handle this.

Two thoughts:

  1. At our site we have a cron job which checks for new tickets which have been sitting around for N hours and don’t have a future start date. If any are found, an email goes out to the owner and her manager and the RT admin with a ticket summary. This fails if all 3 are out, but has worked reasonably well, and does not depend on the accuracy of our electronic whiteboard.

  2. If it is possible to determine from an RT Scrip if a staff member is on vacation, then one could have a scrip with a custom condition checking if the transaction is assigning ownership to someone who is out. If so, alert some key players. (We have the Send Email action installed for a similar situation).

JimFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Rainer Duffner
Sent: Monday, August 26, 2013 10:10 AM
To: Ruslan Zakirov
Cc: RT users
Subject: Re: [rt-users] Technician on vacation status

Am Mon, 26 Aug 2013 16:57:40 +0400
schrieb Ruslan Zakirov ruz@bestpractical.com: