Help desk skips people on approved leave
What moves
Each leave approval, rejection and cancellation tells the help desk who is away and on which days, so automatic assignment does not give new tickets to a desk member on approved leave today. Leave approved before the desk kept this list is sent once with Send approved leave again.
Before you start
- Time & Attendance and Helpdesk in your plan
- Automatic assignment turned on for the desk
- Each desk member's employee record linked to their login
Step by step
- ManagerTime & Attendance
Approves a leave request.
You see:The leave is approved and the employee is told.
- SystemHelpdesk & Ticketing
Adds the person and the leave days to the help desk's list of who is away, keeping nothing else about the leave.
You see:A rejected or cancelled leave is taken off the list again.
- EmployeeHelpdesk & Ticketing
Raises a ticket on a desk that assigns new tickets automatically.
You see:The ticket goes to a desk member who is not on approved leave today.
- HR managerTime & Attendance
Presses Send approved leave again once, for leave approved before the desk kept its list.
You see:A message gives the number of leaves sent; no e-mail goes out and no leave changes.
- Helpdesk managerHelpdesk & Ticketing
Opens the ticket list and filters by assignee.
You see:New tickets are spread across the members who are at work; a ticket assigned by hand keeps its assignee.
Related
- Time & Attendance
- Helpdesk & Ticketing
- Insights reads timesheets and project time
- Leave requests reach the approver and the decision reaches the employee
- People are told when leave needs them or is decided
- Time is recorded for someone whose device failed
- A manager clears a queue of requests after a long weekend
- Connections between modules