It’s time for another TrakTip!
Has this ever happened to you?
A new issue is opened or an existing one is updated, but the person assigned to the issue is out of the office.
After spending time automating requests and finally getting users to submit requests through Issuetrak instead of calling or emailing, your issue sits and waits. Nothing gets done. SLA performance drops, response time soars, the submitter calls frustrated, and you’re stuck managing a backlog of work.
Don’t stress! We’ve got an easy solution! The Out of Office Rule!
Instruct any team member assigned issues to set up an Out of Office rule, or you can do it for them. Here’s how:
- Click on Calendar (left sidebar menu link*).
- Then, click on Out of Office.
- Complete the form:
o Identify the person to whom the Out of Office rule applies;
o Populate the start and stop date/time;
o Designate who gets work notifications by routing “predefined assignments” to one person or group and “email notifications” to the same or other person or group.
*Make sure Calendar is turned on in System Settings and the respective user/group access permissions are granted.
This simple yet powerful Issuetrak feature allows your team to work confidently and quickly and ensures your users receive the stellar service and excellence they’ve come to expect.