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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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Change Agent back to Available keep agent_ooo tag on some tickets #241

Open Videoso opened 6 years ago

Videoso commented 6 years ago

Hi,

we found out, that if an Agent go to Holiday and come back after a while, and we changed him to Available, some tickets still keep "ooo" tag and not remove. If we put the Agent back to Unavailable and wait 20 seconds, then back to Available, all tickets are removed tag correctly.

What could be wrong here?

Nebopolis commented 6 years ago

@Videoso if you see this happening more frequently, you can enable the option "Surface errors encountered when bulk updating tickets?" or add the tag ooo_app_verify_bulk_updates to a particular agent. This will make the process of tagging tickets much slower, but ensure that it is visible if the tagging was not successful.

Videoso commented 6 years ago

Hi Nebopolis,

we monitor this now some time with enable this feature, but still have an issue.

We have one agent who set himself Unavalible and Ticket still not tagged correctly.

Any other chance to debug this case?

Kind Regards,

Tobias

Videoso commented 6 years ago

Add a screenshot from today, seems some timeout issue? 111111111111

Videoso commented 6 years ago

Is there any news for that?

groan commented 5 years ago

We're seeing this issue as well, new installation and I have myself set as available but replies are still sending out that I am out of the office.

groan commented 5 years ago

UPDATE, I even disabled the App and the notifications are STILL being sent out when the user replies to the case via Email. This really should be fixed.