Hi all,

 

I would like the user to be able to set their office hours in advance. Example: Staff that are permanently 8.30am - 5pm, Tuesday to Thursday could just set that as their HMP office hours. So then I could have email manager assign to that staff member on those days and then on the other days, just drop the Incident into the skillgroup for other staff members to pick up.

How else could I do this?

 

cheers.

Hi muser,

The Welcome screen dates do not affect any other operation of HelpMaster Pro - they are simply there for reference only. Are you saying that you would like to have the Email Manager know which staff are available, and which are not? It's a great idea, but it's currently not available.

Perhaps you could create multiple Email Manager profiles that essentially do the same thing, although each one uses a different Action Template to assign to a different person, depending on the day of the week. It would then be a manual thing to enable / disable the appropriate EM Profile on the corresponding day(s).

Let me know if I'm off track here.

Thanks,

Rod

Thanks Rod. Yes, that's what I meant. The process you describe did occur to me so I may go ahead and trial it.

Perhaps we should look into the idea of scheduling Email Profiles based around some sort of calendar. Or another, more powerful way might be to have each staff member subscribe to a calender that describes their individual working days, and the rest of HelpMaster Pro adjusts to accomodate this. This would affect the Action screen for job re-assigning / logging, Email Manager, Priority Manager, the web interfaces etc.

Another idea that we've been kicking around is the ability to have jobs re-assigned based on some sort of pattern, or algorithm. For example all jobs could be assigned to a group, then assignments could be awarded on one or more of the following options..

1. Round-robin
2. Job Priority
3. Job Issue
4. The staff member with the least jobs
5. The staff member that is closest to the physical location of the job
6. The staff member that is specifically allocated to a group of clients / sites / assets etc

What do you think?

Rod

I am a big fan of automation, wherever possible. I can see potential with all those auto-assign options you list. We have a small team here, though, so it is a feature we would probably have switched off most of the time, except for maybe the Round Robin idea.