I have never been able to make it work properly. We have triggers that auto-assign tickets in local languages to specific agents. And we use the OOO app to prevent assigning tickets to OOO agents.
When an agent turns on their "Unavailable status" and a ticket in a local language comes in, it still gets auto-assigned to that agent because the auto-assign trigger uses the condition "Ticket is created". At the moment a ticket is created, there is no `agent_ooo` tag applied to it because this tag is applied later as an update to the ticket.
We also have the feature "force unassign tickets" turned on in the OOO app but it still doesn't help because the `agent_ooo` tag never applies to tickets that are auto-assigned right away.
How can I modify the auto-assign trigger or create some additional trigger that would ensure that a ticket doesn't get auto-assigned to an OOO agent?
Thanks!
