New Out of Office panel in the portal ticket view

Agent availability can be displayed in the JSM Portal. This allows to manage customers expectations.

When no agent is assigned to the ticket, the panel will display the label "Unassigned"

Understanding the Availability Panel

The panel displays the same information contained in the Out of Office issue context for the Current Assignee section:

• Avatar

• Username

• Status (Available, Leaving Soon, Out of Office, * Unassigned)

• Dates of absence

For example: the issue below assigned to Ad Mihn...

Looks as follows in the JSM portal:

# Enabling the availability panel

Note that the following steps can only be executed by a Jira administrator.

4. Access the Out of Office Assistant

From the Jira top menu, go to Apps > Out of Office Assistant

5. Access User administration

6. Click on Global Settings

7. Select projects

Add the desired JSM projects in the option "Display agent OoO status in the Customer Portal"

8. Don't forget to Save changes!