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Is there a way that if a case is reactivated while a user is on vacation (per their working schedule) that it can be bounced to an admin? We had an issue where a case was reactivated to the case resolver, but they were on vacation and it sat for a week until they got back.

flag	asked Jun 7 2010 at 15:36 Ed 21●1

Ken Morse · Answer 1 · 2010-06-07 20:41:14Z UTC

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Check out the note under the Email address field in My Settings->Options -- the user could add an additional email address here before they go on vacation to notify a second party about any incoming FogBugz issues; the second party will get the same email the user would have received, and the mail will still be in the user's mailbox when they return.

answered Jun 7 2010 at 20:41

Ken Morse♦
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Excellent idea! – Ed Jun 8 2010 at 1:25

This is how we typically handle it. We also change the user's name to "The Name (Out of Office)" so that when users assign cases, they know that user is not available to look at the case immediately – adambox♦ Jun 8 2010 at 14:12

I checked and since we are connected to exchange via LDAP, that solution won't work. Any other ideas, the next thought is to create some custom code that checks for assignments/working schedule directly via the DB. – Ed Jun 9 2010 at 14:32

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Maybe Exchange could be configured to re-route FB emails when someone is on vacation, Ed? – Ken Morse♦ Jun 9 2010 at 19:00

Thanks Ken, I will give that a shot, if not, we will probably just create a plugin that will take care of it. Appreciate your help! – Ed Jun 15 2010 at 18:04

adambox · Answer 2 · 2010-06-22 20:32:33Z UTC

You could write a plugin that checks on new assignments if the user is on vacation. If (s)he is, it would reassign to the project/area primary contact. You'd have to decide how to handle escalation if the primary contact is on vacation ;) Get started with plugin development here.

How To Handle A Case That Is Reactivated While Developer Is On Vacation

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