Out of office trigger is randomly on even though Zendesk user is available

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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Out of office trigger is randomly on even though Zendesk user is available #229

Closed angelika-aron closed 6 years ago

angelika-aron commented 7 years ago

On several occasions one of our Zendesk users was available but the out of office trigger re-assigned the ticket into the unassigned queue.

Nebopolis commented 6 years ago

@angelika-aron Thanks for the report, sorry for the slow response here. Are you able to reproduce this consistently? Or is it an intermittent issue.

To troubleshoot, I would check and confirm that the app properly removed the agent_ooo tag from those tickets when the agent was set back to available. You should see the tag being removed by "web service" and not a trigger.

Nebopolis commented 6 years ago

The next release adds some additional tools to debug this issue