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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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App not removing OOO tag #223

Closed randallmom26 closed 6 years ago

randallmom26 commented 7 years ago

We have a user that is experiencing problems with her Out Of Office App. She was out of the office recently and marked that in her OOO App. When she returned she marked herself as Available. However, all of her tickets are still being re-assigned to her main group. It is not recognizing that she is back in the office, therefore it is not removing the tag on her tickets showing her as Out-Of-Office. I ahve tried to set her to Available and Unavailable to fix it with no improvement.

I checked both of the Triggers and they appear to not have been modified since the initial install back in August. However, after reading them I am not sure which one would recognize that she is back in the office IF the ticket was never opened while she was out of the office. Here is how they are set up:

Tag: out-of-office app unassign trigger [System Trigger] Meet all of the following conditions: Ticket: Tags - Contains at least one of the following = agent_ooo Ticket: Assignee = Changed Perform these actions: Ticket: Remove tags = agent_ooo

Ticket: out-of-office app unassign trigger [System Trigger] Meet all of the following conditions: Ticket: Tags - Contains at least one of the following = agent_ooo Ticket: Status - Is = Open Ticket: Assignee = Not Changed Perform these actions: Ticket: Assignee = {blank} Ticket: Remove tags = agent_ooo

Zendesk has advised that this is an error in the app. I have also installed and re-installed the app itself with no improvement.

Nebopolis commented 6 years ago

The next release adds some additional tools to debug this issue