Right now, Time Trigger Automations don’t have the ability to look at agent status - please make this happen! The screenshot included shows the functionality that currently exists on Ticket Update Automations; we really need this on Time Triggers:
Not having this functionality is really causing big issues: We have time triggers that reopen tickets. BUT since those tickets have no way to check availability, they are left open in the name of an agent who might be on a two week vacation.
Currently, our Out of Office settings will automatically unassign an unavailable agent. This works beautifully for replies, but that Ticket Update rule can’t affect a ticket reopened by a Time Trigger Automation because the Ticket Update Automations are only based on Agent and Requester actions and this awkward-not helpful sampling of possible system actions.
