Absence plan

The absence plan is a system for reporting the absences of HelpDesk Administrators and Employees. The purpose of the function is to plan the appropriate ticket system operation when the person assigned to ticket handling is absent.

Absence plan does not support vacation management, understood as calculating the number of vacation days eligible for an individual employee.

Absence times (start/end dates and hours) pertain to the local time of the machine where the Axence nVision® Server (HelpDesk service) is installed.

To add an absence plan, log in to the HelpDesk interface, go to the Absence plan view and click the Add absence plan button - a wizard will be displayed, which will allow to easily select the period of planned absence

Take the steps:

1.Find the name in drop-down list of the HelpDesk employee for whom the absence is to be planned.

2.Using the calendar, indicate the period of employee’s absence

3.Select the deputy - the person who will receive notifications about changes in tickets assigned to the absent person. Then choose the color to mark the absence in the calendar. It is also possible to check the box that will extend the visibility of notifications for the person replacing absent employee.

 
 
In the period for which an absence is planned, tickets will still be assigned to the absent HelpDesk employee (according to ticket assignment rules and automations), and the substitute will receive e-mail notifications about new tickets assigned to the absentee and about the requesters’ comments. They can also see all the tickets assigned to the absentee. After the absence period is over, the defined substitution is disabled and the substitute will no longer receive the mentioned notifications.