Adjustment to substitution rule

General information

• Activation of substitution: Manual activation by the absent employee or admin

• No indication whether vacation or illness (for data protection reasons)

2. Responsibilities & authorizations

• The substitution only applies to individuals, not to teams.

• As soon as an employee enters their absence, existing and new tickets are transferred to the substitute.

• The substitute can close tickets independently without requiring subsequent approval from the original agent.

• No restrictions regarding certain ticket types or content, i.e. all tickets can be taken over by the substitute.

3. Notifications & transparency

• The original editor remains informed of all status changes to their tickets, depending on their individual notification settings in Contentbird (e.g. via email or system notification).

• Other persons or groups stored in the workflow are not informed automatically, but only manually by the substitute if required.

• The substitute is entered in the ticket workflow as an agent; a separate identification as a substitute is not required.

• The substitute receives an email with all open workflow tasks and "task tasks" (possibly?!)

4. Special rules & exceptions

• No restrictions regarding business hours or weekends - the substitution always takes effect as soon as an absence has been entered.

• No automatic escalation if the substitute is not available or tickets remain unprocessed.

• When the original agent returns, the tickets must be automatically taken over by them again.