How to handle (unexpected) PTO when assigned NRTs are hidden
Request for comments
Need
With the default SGG views not showing assigned NRT tickets anymore, some PTO situations can be more challenging than before. We need to review the current guidance provided to ensure Coverage for assigned tickets to make sure it still meets our needs.
Tine summarized the questions we should focus on:
- Should everyone unassign all tickets (open and pending) when going on PTO?
- What if it is only 1 or 2 days PTO? Should there be different processes based on length?
- Should there be different processes based on ticket priority?
Approach
The OOO Ticket Summary macro should unassign a ticket, just like the Handover Ticket Summary macro does.
PTO duration is already taken into account by the current If your absence will be less than three business days guidance – only use the macro when needed.
I wouldn't differentiate between priorities, but this (and everything else!) is open for debate – that's what the RFC is for!
Specifically for unexpected PTO we might need to consider manager intervention to bulk unassign all tickets of a report, for example. This would have been an issue before as well and often lead to tickets breaching for several days before being noticed/picked up, but even this "safeguard" won't work anymore now – and handling unassignment via the macro means that this situation still would not be covered.
Benefit
This will make sure that these tickets show up in the queues and can get actioned on in a timely manner.
Competition / Alternatives
- Do nothing – not really an option. This has always been an issue even when the tickets have not been hidden, so we need to at least reset to that status quo.
- Bigger picture thinking – overhaul the process further/differently? Please discuss!