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Re assign ticket to another admin after hours

  • May 21, 2025
  • 1 reply
  • 30 views
E
Community Enthusiast
  • eldad
  • Community Enthusiast
  • 5 replies

Hi,

is there a way to use an “out of the office” like procedure automatically ? ie, that after hours the new tickets will be assigned to other admin ?

tries with escalation but “due date” variable accepts only dates and not hours.

any suggestions ?

T.I.A

eldad

    1 reply

    SysAid Copilot
    SysAider
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    • SysAid Copilot
    • SysAider
    • 141 replies
    • May 21, 2025
    Hi there,

    SysAid Copilot is here with our AI Magic!
    Here is the response we thought might assist you:

    ## Automatically Reassign Tickets to Another Admin After Hours

    To achieve automatic reassignment of tickets to another admin after hours, you can use the **Out of Office** feature in SysAid. However, this feature does not directly support time-based automation (e.g., after-hours reassignment). Below are some suggestions and workarounds:

    ---

    ### Option 1: Use the "Out of Office" Feature
    1. **Set Up Out of Office for the Admin:**
    - Navigate to `Tools` > `Administrators`.
    - Select the admin who will be unavailable after hours.
    - In the **General Details** tab, locate the field **Out of the office, assign all new requests to**.
    - Select the replacement admin from the dropdown menu.
    - Save the changes.

    2. **Enable the Field if Not Visible:**
    - If the field is not visible, click on **Design Form** in the top-right corner.
    - Move the field **Out of the office, assign all new requests to** from the **Available Fields** to the **Visible Fields** column.
    - Save the form design.

    3. **Limitations:**
    - This method requires manual activation and deactivation of the "Out of Office" status. It does not automatically activate based on time.

    ---

    ### Option 2: Use Escalation Rules for Time-Based Reassignment
    Although the "Due Date" variable in escalation rules does not support hours, you can create a workaround by setting up a scheduled escalation rule:

    1. **Create a Scheduled Escalation Rule:**
    - Go to `Settings` > `Service Desk` > `Escalation Rules`.
    - Click **New** to create a new rule.
    - Set the **Mode** to **Scheduled**.
    - Define the condition to trigger the rule based on the time of ticket creation (e.g., tickets created after a specific time).
    - Set the action to reassign the ticket to another admin.

    2. **Example Configuration:**
    - **Condition:** Tickets created after 5:00 PM.
    - **Action:** Reassign the ticket to the designated after-hours admin.

    3. **Save and Test:**
    - Save the escalation rule and test it to ensure it works as expected.

    ---

    ### Option 3: Custom Script or Workflow
    If your SysAid setup supports scripting or advanced workflows, you can create a custom script to handle time-based reassignment. This requires technical expertise and may involve:

    1. Writing a script to check the ticket creation time.
    2. Automatically reassigning tickets created after a specific time to another admin.

    ---

    ### Option 4: Manual Reassignment
    If automation is not feasible, you can manually reassign tickets created after hours by:

    1. Filtering tickets by creation time in the Service Desk.
    2. Reassigning them to the appropriate admin.

    ---

    ### Additional Notes
    - If none of these options fully meet your needs, consider submitting a **feature request** to SysAid for time-based "Out of Office" automation.
    - For further assistance, feel free to reach out or open a Service Record.

    Let me know if you need more help!


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