Important Update Effective February 1, 2024!
Due to recent changes in Jira and Confluence, we've made the tough decision to discontinue the OpenID Connect (OIDC)/OAuth app and no longer provide new versions for the newest Jira/Confluence releases as of January 31, 2024.
This is due to some necessary components no longer shipping with Jira/Confluence, which would require some extensive rewrites of the OIDC App.
Important Update! This app will be discontinued soon!
Due to recent changes in Jira, which no longer ships with some components required for our Read Receipts app to run, we've made the tough decision to discontinue the app, as of Februar 5, 2025.
Important Update! This app will be discontinued soon!
We've made the tough business decision to discontinue the app, as of January 11, 2025.
Jira Service Management & ITSM
Does the Out of Office Assistant app work only within Jira Service Management or across the whole Jira instance?
The app has features for Jira Service Management, Jira Software, and Jira Work Management, and is available across the entire Jira instance.
Can I apply the Out of Office Assistant license to a selected project, or is it applied across all projects?
The app is by default enabled for all projects. As Atlassian is rolling out new Data Security Policies, we will allow to define which projects should be blacklisted or whitelisted for the usage of Out of Office. However, as of Q3 2024, we're still waiting for some necessary APIs to implement this improvement without breaking changes.
Is it possible to restrict the Out of Office Assistant to be used by only certain JSM users?
The add-on cannot be restricted to specific users currently; it applies to all users in Jira Service Management, Jira Software, and Jira Work Management.
Feature request: For restrictions to specific users or groups, please raise a ticket with our support team here with the summary “usage restrictions”.
Are there any features of the Out of Office Assistant that are specific to JSM?
Yes, specific features to Jira Service Management include approval coverers, sharing messages in the customer portal, and displaying agent availability.
Further information: Delegating approvals in JSM, Displaying agent availability in the customer portal
Is there a way to view all JSM agents’ Out of Office statuses within the JSM queues?
Yes, queues can be customized to display issues assigned to unavailable agents using JQL.
Further reading: Using JQL to find issues depending on the Out of Office status of assignees.
How does the Out of Office Assistant impact SLAs in JSM?
Out of Office Assistant helps avoid unnecessary delays and meet SLAs more efficiently, though it doesn't directly interact with SLAs. For a more direct workflow, Out of Office escalation rules can be created using JQL.
Further reading: JQL based rules
Can Out of Office Assistant automatically reassign tickets upon agents' absence in JSM?
Yes, it can automatically reassign to a designated coverer when tickets are assigned to an absent agent. Agents can also manually reassign issues in bulk before going on leave.
Further reading: Bulk reassignment of open issues.
Is there an option to customize Out of Office messages for JSM portals?
Out of Office messages over the customer portal are not currently customizable and are the same as for internal Jira users. \
Feature request: To request customizable messages for the JSM portal, please raise a ticket with our support team here with the summary “customizable portal message”.
Further information on sending messages to service desk customers.
How can I see which JSM agents are out of office from the service desk view?
If enabled by an admin, the service desk view of a customer request will show whether the assigned JSM agent is out of office, including the exact dates.
Further reading: Displaying agent availability in the JSM Portal
Can the Out of Office Assistant handle on-call schedules within JSM projects?
No, the Out of Office Assistant currently does not handle on-call schedules in Jira Service Management.
Feature request: For managing on-call schedules, please raise a ticket with our support team here with the summary “on-call schedules”.
Can I configure Out of Office rules to notify JSM customers when assigned agents are away?
Yes, Out of Office messages can be shared with customers in JSM projects.
Further information: Sending Out of Office messages to customers
Feature request: For triggering messages when an agent starts a leave, please raise a ticket with our support team here with the summary “messages to customers”.
In JSM, will Out of Office Assistant prevent ticket creation for agents who are absent?
Out of Office Assistant cannot prevent ticket creation but can automatically reassign tickets to a coverer.
Further information: User Walkthrough.
Are Out of Office settings project-specific or global for all JSM projects?
Most settings are set at the rule level with the scope of the rule decided to comprise all projects, a single project, or any issue filter based on a JQL query.
Further reading: User Walkthrough
Is it possible to configure Out of Office rules based on JSM request types?
Yes, JSM request types can be included in the JQL filter for defining the scope of an Out of Office rule.
Are there Out of Office Assistant reporting features specific to JSM?
While there are no specific reporting features in JSM, JQL queries can be used to build dashboard gadgets for tracking critical customer requests.
Further reading: Using JQLs to find issues by Out of Office status and Reporting on issues reassigned by Out of Office.
Can JSM agents see other agents' Out of Office statuses before transferring tickets?
Yes, the availability of every project team member can be accessed from each issue in the Out of Office issue context.
Further reading: Assigning from the issue context
Are there any JSM-specific configurations required for Out of Office Assistant?
Teams adopting Out of Office Assistant for Jira Service Management should decide if customers should see agent availability and receive messages when interacting with tickets assigned to absent agents. These settings are configurable by Jira administrators and at the rule level.
Further reading: Displaying agent availability in the customer portal, User Walkthrough
Can the Out of Office Assistant API be used to create JSM-specific rules?
Yes, the API can create rules for JSM projects either for a single project or with a JQL filter.
Further reading: Out of Office Assistant Rest API.
How does the Out of Office Assistant app work in conjunction with JSM's approval processes?
The app can delegate approvals in JSM to an approver coverer.
Further reading: Delegating approvals in JSM.
Can I use Out of Office Assistant to manage leave-related workflows in JSM approvals?
While Out of Office Assistant doesn’t include leave request functionality, approvals in JSM can be delegated to an approver coverer.
Feature request: For managing leave request workflows, please raise a ticket with our support team here with the summary “leave requests”.