How to Create OoO rules for customers

JSM customers (i.e. users not consuming an agent license) are often set as approvers in certain steps of the request workflow. For example, the customer requesting a process to change could be set as approver before the request can be closed as having been solved.

Out of Office Assistant allows to delegate those approvals, when the customer is out of office.

1. Enable customer rules in the Global Settings

As an OoO admin, access the app’s User Administration, then click on Global Settings

Next, enable customer rules. And don’t forget to save your changes!

2. Create out of office rules

Back in the User View, you will notices that there are now two tabs:

• Users

• Customers

• Click on the customer tab to view any customers who are registered in your instance

• Then, click on add rule next to any of them.