How a worker can activate a routing rule?
Updated: 23 May 2010 | 2 comments
I have created a rule for each workers that if he is out of office the routng rule should be active and the ticket is routed to different person. The other idea is to have validation rules for each worker and the ticket cannot be assigned to the person that does not work.
The problem is that only the HelpDesk Administrator can activate/deactivate the rules. Do you have any idea how to solve the issue.
regards,
Hubert
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You can't. By design only the helpdesk admin can activate routing rules. You can make a customization that other workers can see assigned tickets from other workers. Maybe this is an option for you.
Peter van Leeuwen
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Thanks but unfortunatelly that is not an option for me. I want to have a functionality that will not allow assigning a ticket to the worker that is out of office.
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