Alerts Tickets -> Alerts -> Abide by staff schedule

[richm]

I'd like to see a preference setting for each user where you can control when alerts are set.

Either have them as they are now, which is to say, if an alert finds a ticket with the condition you have set, it is sent to you 7x24

Or have alerts respect the work schedule you have set up in your user preferences in staff section. e.g if I work Mon-Fri 8-5, I only get alerts during the hours I've established and when the alert condition is met off-hours, the alerts are queued up until I come back on shift.

One more option/approach that would be helpful would be a checkbox within each alert where you could tell it to alert you only during scheduled hours or 7x24.

Rich

[Siora]

very good idea

[Jamie Edwards]

Also, if we are going to add this we would need a setting for each Alert called ignoreschedule

[deeps]

I was wondering if there had been any progress on this feature request?

If it has not been implemented yet, any tips as to which files perform the alerts? (IE, so I can edit it myself to force checking against staff schedules myself)

[craigbrass]

It is in the consideration queue for version 4. Jamie and the developers are planning to have a meeting soon to decide what will get implemented. If it will be, it will be moved to the "Will Implement" board.

[deeps]

ok, answered one of my questions ;-)

any tips on where to modify to hack this in quickly in the mean time?

and do we have a timeframe on when V4 will be coming? given that the feature list isnt locked down still, i'm guessing it wont be any time soon...

cheers!
deeps.

[deeps]

Implemented. Ish. heh.

See http://forums.kayako.com/f52/ticket-alerts-abide-staff-users-work-schedule-13676/#post62334

[clark238]

It would very useful if staff users could identify themselves as being on-duty or off-duty so that they don't receive email alerts for new tickets (or other alerts for that matter) when off-duty. I envision logging in would automatically set the user to "on-duty" and then clicking the "logout" link would set them to "off-duty." However, on-duty/off-duty should not be determined by having a current session because a user's session might time out even though they're still available to respond to tickets.

Thanks for listening

[Siora]

I think its a good idea. A lot of discusson has gone on about this in other threads which is why nobody has responded to it. Alerting staff only when online is definately something that should be implemented. However, you should be able to choose to enable/disable this feature for certain user groups. Sometimes managers always need to get emails.

[Jamie Edwards]

Hi Siora,

Do you have link(s) at hand to these other threads?

[Siora]

Here's one:
Ticket alerts to abide by a staff user's work schedule
And one that is linked to the above:
Tickets -> Alerts -> Abide by staff schedule

[craigbrass]

Totally back this one. The alerts deffo needs a bit of an overhaul to include this and the ability to just have it mail one inbox.

[Jamie Edwards]

Threads combined.

[Jamie Edwards]

We'll consider this one for Version 4; where more use of staff's individual scheduled will be made.