Smart Ticket Assignments When Out of Office?
Hi -
Does anyone out there have some strategies for handling potential ticket owners who are out of office and altering Service Desk staff or Category CC list?
We are on Exchange 2008 and I have a ticket rule set up that emails the owner on update. As expected, when a user is Out of Office, Exchange will send an email back to KACE with the OOO notice and this then gets posted to the ticket. We ran a test and are avoiding the Out of Office loop successfully.
Some initial thoughts I had:
- Might we be able to import an Out of Office indicator set in Exchange and set to a custom field? I really like the idea of people using the tools they are used to (Outlook) without having to do something in the Service Desk or elsewhere as well. Problem is that it would have to be run multiple times a day to catch those who are now back in the office and have not yet reset their OOO indicator.
- Parsing the ticket and looking for comments that are LIKE "%out of the office%". Meh.
Maybe there's a special email header that Exchange sends back to KACE? Maybe a future enhancement?
Cheers,
- Allen
Does anyone out there have some strategies for handling potential ticket owners who are out of office and altering Service Desk staff or Category CC list?
We are on Exchange 2008 and I have a ticket rule set up that emails the owner on update. As expected, when a user is Out of Office, Exchange will send an email back to KACE with the OOO notice and this then gets posted to the ticket. We ran a test and are avoiding the Out of Office loop successfully.
Some initial thoughts I had:
- Might we be able to import an Out of Office indicator set in Exchange and set to a custom field? I really like the idea of people using the tools they are used to (Outlook) without having to do something in the Service Desk or elsewhere as well. Problem is that it would have to be run multiple times a day to catch those who are now back in the office and have not yet reset their OOO indicator.
- Parsing the ticket and looking for comments that are LIKE "%out of the office%". Meh.
Maybe there's a special email header that Exchange sends back to KACE? Maybe a future enhancement?
Cheers,
- Allen
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Answers (3)
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Posted by:
GillySpy
13 years ago
-There is no AD attribute so we're rooked there. But if you had something that would poll Exchange web services (MailTips) you could set an AD attribute based on the that. BTW, I added an enhancement to do this but it's definitely a long-term option at best.
- Parsing the ticket is possible but problematic because what if the template becomes part of an email thread -- then the kbox may ignore legit emails
What we do is ignore the kbox's email addresses in our out of office notifications and have people log their out of office time in the kbox -- so they have to enter it into two places: Exchange and KBOX helpdesk.
- Parsing the ticket is possible but problematic because what if the template becomes part of an email thread -- then the kbox may ignore legit emails
What we do is ignore the kbox's email addresses in our out of office notifications and have people log their out of office time in the kbox -- so they have to enter it into two places: Exchange and KBOX helpdesk.
Posted by:
bostonbound
13 years ago
Thanks Gerald - how to do have folks log their out of office time in the kbox? Are they modifying a field on their user profile?
Cheers,
- Allen
Cheers,
- Allen
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