In large enterprises, some teams are comprised of multiple shifts that would qualify as one Agent Group.
To route tickets to on-shift individuals, multiple agent groups need to be created, or the agents/supervisor need to remember to turn off auto-assign availability.
It would be great to either have a shift manager (like on-call but for incidents/requests) or to sync with Outlook to ensure tickets are being auto-assigned based on the working hours and when the user is not out of office.
+9Not a bad idea but it looks like in the API each agent has a value of "auto_assign_tickets".
You could develop a Powershell script that gets a list of each agent, then from that list queries their auto-assign value, then uses the exchange cmdlet Get-MailboxAutoReplyConfiguration to query if the user has one setup. From here, you’d need to parse that result and then update the agent value via an API hit based on your logic (guessing that this can be adjusted via API but their documentation doesnt outright call it out).
Once you had the Powershell script running correctly, you’d be able to run a scheduled task on a server box to do this for you on the frequency desired (since scheduled automations on requesters/agents isnt possible).
I could probably build out something like this for you if you wanted. Feel free to reach out via the below if you would!
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