9 Replies Latest reply on Nov 6, 2018 5:47 AM by Graham Webster-Newman

Using 'Out of Office' Functionality in RemedyForce

Claire Walsh Jul 11, 2018 6:30 AM

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I would like to implement 'Out Of Office' functionality in Remedy.

I have tried this with a User but I can still assign an incident to them?

Are there any other settings which need to be edited to block this from happening?

Thanks in advance

1. Re: Using 'Out of Office' Functionality in RemedyForce

kedar zavar Jul 11, 2018 8:14 AM (in response to Claire Walsh)

Hello,

It will not block user however it just gives warning that some one is out of office when this box is checked on user record.

You can write validation rule BMCServiceDesk__FKOpenBy__r.BMCServiceDesk__IsOutOfOffice__c =true using this

Kedar
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2. Re: Using 'Out of Office' Functionality in RemedyForce

Claire Walsh Jul 11, 2018 8:54 AM (in response to kedar zavar)

Thanks Kedar,

Can the user select out of office themselves or does this have to be done by an administrator?

Claire
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3. Re: Using 'Out of Office' Functionality in RemedyForce

kedar zavar Jul 11, 2018 10:10 AM (in response to Claire Walsh)

Set up > quick find > user > filed sets looks for “Self Service: My Profile” add to that then they can set it up from Self Service my profile
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4. Re: Using 'Out of Office' Functionality in RemedyForce

Claire Walsh Jul 12, 2018 12:03 PM (in response to kedar zavar)

Hi Kedar,

Thanks again for your response.
I have followed your instructions but I still don't understand.
After Setup > Users > I don't see field sets. Where do I add it and how?
I would like ServiceDesk Staff to have permission to check out of office box

Thanks
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5. Re: Using 'Out of Office' Functionality in RemedyForce

kedar zavar Jul 12, 2018 1:37 PM (in response to Claire Walsh)

Just add it here then ask agent to go to Self Service my profile > they shoudl see it
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6. Re: Using 'Out of Office' Functionality in RemedyForce

Claire Walsh Jul 13, 2018 3:47 AM (in response to kedar zavar)

Hi Kedar,

Thank you. I was going to Administrer > Manage users> Users instead of Customize > Users.
I found the field sets.

However, This is to give permission to the Self Service (In our case, Client) to select out of office.
I want to give permission to our staff members (ServiceDesk Staff) to select out of office

Any ideas?

Thanks
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7. Re: Using 'Out of Office' Functionality in RemedyForce

Claire Walsh Jul 13, 2018 5:47 AM (in response to Claire Walsh)

I got it.

it was under Setup > Customize > users > Page layouts > user layout > add out of office to AdditionalI nformation

The user can then access this functionality at the top right under

My Name > My settings > Personal > Advanced user details > Additional information.

Thanks again for your help.
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8. Re: Using 'Out of Office' Functionality in RemedyForce

AnneMarie Goyvaerts Nov 5, 2018 8:54 AM (in response to kedar zavar)

We found out that the warning that a user is out-of-office, only pops when using the search on staff. However, since auto-fill became available, the search is hardly used and the out-of-office po-up warning does not show when using the auto-fill. So for us, it does not work at all. Can this be consideded as a Defect ?
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9. Re: Using 'Out of Office' Functionality in RemedyForce

Graham Webster-Newman Nov 6, 2018 5:47 AM (in response to AnneMarie Goyvaerts)

I noticed this too - it could be a defect as the behaviour isn't consistent. If support say no then it is a good candidate for an idea.
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