Configure an out of office message for a tech

Techs can configure an out of office date and time, as well as a backup tech in their tech account. This feature allows vacationing techs to address their incoming tickets while they are out of the office.

During the scheduled out of office period, the backup tech will receive tickets that are assigned to the vacationing tech. All tickets remain assigned to the vacationing tech, but can be processed by the backup tech.

If a tech is out of the office due to an illness or an emergency, an administrator can configure the out of office time and date for a tech, as well as assign a backup tech.

Administrators can view the out of office history for any tech. A non-admin tech can only view their out of office history.

See the following sections:

Create an out of office request for a tech

Perform the following steps to create an out of office message. If a tech is absent due to a family emergency, the tech group administrator can create the message in their absence.

1. Log in to WHD as a tech or administrator.

2. Click Setup > Techs > Out of Office.

3. Click Create New.

4. Select the starting date and time for the out of office reply.

5. Select the end date and time for the out of office reply.

6. From the Out of Office Tech drop-down menu, select the name of the tech who will be out of the office.

7. From the Backup Tech drop-down menu, select the tech who will process all tickets assigned to the out of office tech.

8. (Optional) In the Message box, enter the text for your out of office message.

9. Turn on the Enable out of office option.

   When the out of office function is on, a green checkmark is displayed in the toggle switch.

   

   To turn off out of office notifications, drag the toggle switch to the left.

10. Click Submit.

    A message confirms that the out of office functionality is enabled for the tech.

    

    The backup tech will now receive all tickets assigned to the tech (who is out of the office) based on your configured start and end dates and times.

Review the out of office request history for a tech

Administrators can view the out of office history for any tech. A non-admin tech can only view their out of office history.

1. Log in to WHD as a tech or administrator.

2. Click Setup > Techs > Out of Office.

3. Click History.

4. From the Vacation Tech drop-down menu, select a tech.

5. Click Go.

   A table lists the out of office history for the selected tech.

   The following example displays the out of office history for a selected tech. If the tech did not create out of office messages in the past, the table is empty. If you are an administrator, the History view displays the out of office messages for all techs in their tech group.

   

Disable an out of office request

1. Log in to WHD as a tech or administrator.

2. Click Setup > Techs > Out of Office.

3. From the Out of Office Tech drop-down menu, select the targeted tech.

4. Locate the Enable out of office toggle switch.

   

5. Drag the switch to the left.

6. Click OK at the confirmation message.

   The out of office request is disabled.

Reset an out of office request

1. Log in to WHD as a tech or administrator.

2. Click Setup > Techs > Out of Office.

3. From the Vacation Tech drop-down menu, select the targeted tech.

4. Turn on the Enable out of office switch.

5. Click OK at the confirmation message.

   The out of office request is reset.

6. Click the History tab.

   The out of office request is logged with a CLOSED status.

Delete an out of office request

1. Log in to WHD as a tech or administrator.

2. Click Setup > Techs > Out of Office.

3. Click the History tab.

4. Locate the out of office request with a PENDING status.

   

5. Click the icon.

6. Click OK at the confirmation message.

   A message confirms that the out of office request was deleted.