Setting your unavailability for case and task assignments

As a case agent, set your status to Unavailable if you are not available or if you are out of office. When you set your status as unavailable, the system automatically reassigns new cases and tasks to available agents. This ensures that new cases and tasks are assigned to available agents during auto assignment and round robin assignments.

By default, the Available for assignment check box is selected and your status is set to Available.

Related topic

Accessing-and-navigating-BMC-Helix-Business-Workflows

To set your unavailability to work on cases and tasks

  1. In the desktop browser, click 2008_ProfileIcon.jpg.
  2. On a mobile device, click 22_1_HamburgerIcon.jpg.
  3. Select My availability 21_3_AgentAvailabilityIcon.jpg, and clear the Available for assignment check box.
  4. Click Apply.

Results

A message confirms that your availability is updated.

 

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