How to get the Out of Office app to Unassign Open tickets | Community
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How to get the Out of Office app to Unassign Open tickets

  • July 19, 2022
  • 1 reply
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Darren13

Hi folks,

According to the help page - this is an option...

However, checking the "Understanding the agent_ooo tag" link doesn't give any information to to activate the function to tag Open tickets with the agent_ooo tag.

Anyone know how?

    1 reply

    C
    Hi Darren, you cannot add the tag for open status, nor change the app code, but the reference to the Open status is because if the ticket is Open then it will remove the tag (using a Trigger).
     
    When you installed the Out of Office app, 2 default triggers are created. One of them is "[Out of Office] Ticket: Unassign Trigger".

     
    As you can see, if the status is Open with the other conditions, the action will remove a tag. That's why optionally is used in the sentence because it applies to remove tag, but not add tag.
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