OOO Lab not working - Githubissues

zendesk / out_of_office_app

An app to keep track of, prepare for, and handle out of office agents and their tickets

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OOO Lab not working #221

Closed KimWirt closed 7 years ago

KimWirt commented 7 years ago

Hello,

None of my agents are able to set themselves to unavailable. This has been an ongoing problem for about two weeks now. It is effecting ticket response times and needs to be resolved ASAP.

Thank you, Kim

dpawluk commented 7 years ago

@KimWirt

These application are provided as is by volunteers making them in their free time. Please see the license This message must also be acknowledged before installing the app as well.

In any case, I would suggest providing examples of what is happening in case the app developer has the time to help with your issue. Screenshots, error messages, dates/times, etc... are invaluable, especially in situations where an error is reported.

Lastly, it may be helpful to look at the other issues currently open for the repository. I don't think this one is related but its might be worth double checking roles and permissions, making sure nothing in your Zendesk configuration has changed recently (or at least the last two weeks) since this app has not been updated for at least two months now.

Thanks for participating in Zendesk Labs!

KimWirt commented 7 years ago

If there's anyone who can help us it would be great. When we change our status from available to unavailable, the status just forces back to available. The only thing that has been changed is adding a trigger and a macro, unrelated to OOO. screenshot from 2017-01-24 16 00 15

aculligan commented 7 years ago

@KimWirt

I just looked into this and couldn't replicate the issue. All my agents are able to change their availability.

I'm sorry I can't offer another answer at this time :(

Nebopolis commented 7 years ago

@KimWirt Can you please confirm that the system user field (Agent Out?) is still present and enabled on your account?

KimWirt commented 7 years ago

Hi, thank you. Where do I find this?

Just an FYI, I have uninstalled and reinstalled the app, cleared my cache and restarted my computer and am still seeing an issue.

KimWirt commented 7 years ago

I'm just confused as to why this is a third party app and why the Zendesk product team cannot create this? This is a necessity for providing the best customer service possible.

Nebopolis commented 7 years ago

@KimWirt If this functionality is something that is critical for you, I'd encourage you to make a post in the product feedback forums.

As for your current problem: The user field will be located in the admin area with all other user fields.

If you have deactivated the field but it is still present on your account, then reinstalling the app will not restore it. You'll have to manually activate the field in order for the app to work again.