Remove incorrect ooo_summary tag references from OOO Ticket Management workflow

Sebastian Betearequested to merge
duo-edit-20260807-222517 into main

Why is this change being made?

The OOO Ticket Management workflow page contains multiple references to the ooo_summary tag being applied by macros and driving automatic unassignment. As clarified by Jason Colyer (Customer Support Operations) in this Slack thread, this is incorrect:

  • The macros no longer apply the ooo_summary tag (and haven't for some time)
  • Automatic unassignment is driven by the OOO macros and the Out of Office app, not by the presence of any tag
  • The tags were originally only used by CSS to quickly locate tickets if a problem occurred; they were never part of the unassignment mechanism
  • The same applies to rehome tags

The current workflow text misleads Support Engineers into thinking they need to manually manage tags, which causes confusion and unnecessary questions.

What changed

  • Removed all references to the ooo_summary tag being applied by macros
  • Clarified that automatic unassignment is driven by the OOO macros and the Out of Office app
  • Removed instructions to manually remove the ooo_summary tag from tickets
  • Updated the Ticket Handover section to remove tag-related steps
  • Simplified the Returning from PTO section to focus on running the Return from OOO macro
  • Added clear notes about what happens if you skip the OOO or Return macros
  • Updated the Mermaid flowchart to remove the tag application step

How the OOO workflow actually works (per Jason Colyer)

Going on PTO:

  1. Run General::OOO Ticket Summary (or General::Solved OOO for solved tickets)

Coming back from PTO:

  1. Run General::Return from OOO

Automatic behaviour:

  • If the assignee used the macros correctly, when a customer responds, the assignee is automatically removed from the ticket
  • If they don't use the macro when going on PTO → tickets won't auto-unassign
  • If they don't use the macro when returning from PTO → tickets will continue to auto-unassign

Author and Reviewer Checklist

  • Provided a concise title for this MR
  • Added a description explaining the reasons for the proposed change
  • Assign reviewers for this MR to the correct DRI
  • For transparency, share this MR with the audience that will be impacted
    • Team: Share in #spt_amer_global or relevant Support Slack channel

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