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  1. Jira Service Management Cloud
  2. JSDCLOUD-6457

Ability to set an agent to "Unavailable"

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      Problem definition

      This is really simple and other Service Desk tools offer this and have for years.

      We are configuring our JSD to auto-assign based on work-load. However, when an Agent is off (sick, vacation, leave, etc) they should be able to mark themselves as Offline or Away and will be omitted while in that status for a ticket to be assigned to them either automatically or manually.

      Suggest resolution

      Create a section where an admin can set an agent as "Unavailable" and not show the agent in the dropdown list during this period.

              Unassigned Unassigned
              esantos@atlassian.com Eduardo Santos (Inactive)
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