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.