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Reassign when Technician is Unavailable

This recipe automatically reassigns tickets when the assigned technician is unavailable (out of office, sick, vacation, etc.). Neo checks every day and moves tickets from unavailable technicians to available team members.

Why is it useful?

No more tickets sitting with technicians who are out sick or on vacation! This recipe automatically detects when someone is unavailable and reassigns their tickets to available team members. Your tickets keep moving even when people are out.

Quick Start​

Here's how to set up automatic reassignment for unavailable technicians:

  1. Create a scheduled workflow - Set it to run every day at for example 12pm
  2. Add ticket filters - Choose your filters carefully and include the special "[AI] Ticket Owner Available = False" filter
  3. Add Ticket Dispatch action - Configure it to suggest available technicians
  4. Add Assign Ticket action - Actually make the reassignment
  5. Test and monitor - Start with a small board and watch the results
Credit Usage

The "[AI] Ticket Owner Available = False" filter consumes 1 credit per ticket it evaluates. Consider your ticket volume when setting the schedule frequency. Review your filters carefully to avoid touching too many tickets.

Detailed Setup​

Step 1: Create the Workflow​

  • Name: "Reassign when Technician is Unavailable"
  • Type: Scheduled workflow
  • Schedule: Every day at 12pm
  • Skip Weekends: Optional (disable if you provide weekend support)

Step 2: Configure Ticket Filters​

This is the most important part. Choose tickets that need active attention carefully and avoid wasting credits:

  • Board: We recommend selecting the board(s) that need active attention.
  • Status: Choose statuses that represent active work (avoid "Completed" or "Closed")
  • Only Open Tickets: Always good practices to add the filter Closed Flag = False to make sure we only touch open tickets.
  • [AI] Ticket Owner Available: Set to "False" (this is the key filter!).

Step 3: Add Actions​

Action 1: Ticket Dispatch (Suggest Technician) Follow the basic setup from Ticket Dispatch documentation:

  • Select your technician pool - Choose who can handle these reassignments
  • Enable calendar checking - Essential for finding available technicians
  • Enable workload balancing - Prevents overloading available people

Action 2: Assign Ticket to Technician

  • Use the output from the dispatch action to actually make the assignment

Action 3: Notify Users (Recommended)

  • Alert team leads when reassignments happen
  • Helps with visibility and oversight

Best Practices​

Start Small​

Begin with one board and a small team to test the workflow. Monitor the results for a week before expanding to more boards or technicians.

Use the Magic Filter​

The "[AI] Ticket Owner Available = False" filter is what makes this work. Neo automatically detects when technicians are unavailable based on their calendars and out-of-office status.

Calendar Integration​

Make sure your team updates their calendars with:

  • Vacation time
  • Sick leave
  • Out-of-office periods
  • Any time they're not available for new work

Prevent Over-Reassignment​

The workflow won't bounce tickets back and forth - it's smart enough to only reassign when someone is truly unavailable, not just busy.

Common Use Cases​

This recipe works great for:

  • Unexpected sick days
  • Planned vacation coverage
  • Emergency situations when someone becomes unavailable
  • Ensuring tickets don't stall during team absences
info

This recipe requires calendar integration to work properly. The better your team maintains their calendar availability, the smarter the reassignments will be.