Vacation Coverage - On-Call - Proxy

Hi all, we are new to TDX and a couple of our departments have asked if there is a way to set someone as covering, proxy, or a back-up for when a tech goes on vacation. This would allow tickets to be assigned to that backup during the tech's vacation.  I figure I could do it all manually (create/edit automation rule, etc) but wondered if anyone has created some sort of on-call process which is how I addressed this in previous systems.

Asked by John Adams on Thu 9/12/24 1:40 PM
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Answer (1)

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Mark Sayers Thu 9/12/24 2:33 PM

Hello John,

Short of setting up a temporary automation rule that will perform assignments this way, or have a group that you can add a temporary additional resource to and remove the primary person from while they're on vacation, I don't know of another way to achieve this sort of thing.

Would one of those options work?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback
I guess. I knew I could do those but was hoping someone got creative and created some sort of on-call process. Would be helpful to have some sort of on-call setup where I could create a rotation and have tickets auto-assign after hours to the on-call tech. Even better is to have it in a calendar view where you could change the on-call person for that day when someone is sick or takes vacation. Thanks for the response maybe will put in an enhancement request. - John Adams Mon 9/16/24 10:15 PM
You do have iPaaS I believe on your implementation project (which is still ongoing it looks like, at least for a little bit). You could possibly build a flow in iPaaS that does this sort of assignment when needed. - Mark Sayers Tue 9/17/24 9:15 AM