Thursday, January 13, 2022
1 change · master
Enhancements to existing features
Helpdesk tickets are now assigned with better awareness of each team member's working schedule and time off. This helps route tickets to available staff more reliably, with fallback checks over the next week if no one is currently available.
Original PR description
Purpose of the commit is to improve the random/balance assignation methods of ticket based on working calendar and time off of the member to handle the ticket in a timely manner. So in this commit, assign the ticket based on their resource calendar and on their time off. If none of the team members are available, fallback on the following period until there is a match OR maximum upto the next 7 days. TaskID: 2515170