I think that scenario you described isn't optimal,
why not to use simply availabality flag and regular location based autoassignment?
But if I had issue like this, I'll follow the next steps:
This can be done via Action macro and Service Type.
As I understood you have fixed contact in your category template and autoassignment setted as Disabled.
Next scenario should work for you:
- add group to the category autoassign table (which is used for location based assignment);
- Assignee2 should be member of that group and have Available flag;
- Create event and call it "Autoassign" (or whatever you like);
- Create condition macro with constraint you desided, which gives you inforamtion that ticket isn't in work, example: assigne.available=0 or status = OP or something else
- Create action macro which will call autoassign with followed code:
cr::auto_assign_call(assignee, group, customer, affected_resource, category, 1, persistent_id, 1);
OR
cr::auto_assign_call(assignee, group, customer, affected_resource, category, 0, persistent_id, 1);
can't remember that flag
- Link event, condition macro and action macro as action on True;
- Add newly created event to your Service Type with 4 hours delay (you can access it directly from category);
- If you don't use service type, then go to Activity notifications and add this event to INIT activity.
Regards,
cdtj