HDA10 - Out of Office Management

Out of Office Management

Build 10.2.8

The new management feature of the Out of Office allows to solve the problem of wrongly forwarding a ticket to an operator out of the office (unavailable).

If a user is set "Out of office", when somebody forward a ticket to the user, the ticket is automatically forwarded on the selected forward group or forward resource in the user form. 

Let's see the simple steps necessary for a correct configuration of the functionality.

Management from User Profile

The operator can independently set the 'Out of Office' flag from the profile page.

Click the avatar profile at the top right

Click on "PROFILE" Button 

Set Out Of Office flag and Forward Resource or Resource Group value. Then click on "Save" or "Save and Close" Button

After saving, the Out of Office status will be evident in the operator callout 

When the user who has set the "Out of office" flag logs into HDA, he is notified by a popup that he is sets as out of office, and by clicking on "Edit" takes him to the mask (point 3) where it is possible to edit the flag. 

Management by Administrative Area

HDA administrators will also be able to manage operators' offsite from the administrative area

In the administrative section of the portal menu click on the item 'Users and License'

Double click to enter the resource detail page

In the relative 'Out of Office' section it will be possible to set the out of office and the Group/Resource Forwarding value