About Events

The Events feature allows permitted users to schedule and post issue-related, informational, and Out of Office events on a shared calendar within your site’s interface.

Issue-related events are displayed on both Events and the associated issue record. These items generally include an assigned user or Group, as well as Email Notifications and a Reminder to the assignee. Informational items (e.g. staff meetings, planned outages, company holidays, audits, etc.) are displayed only on Events and generally do not include an assignee, Notifications, or Reminder.

Out of Office events (e.g. vacations, off-site appointments, etc.) are displayed on Events, and all Assigned To, Next Action, and Task Assigned To popup lists from an issue record. All of a user’s Pre-Defined Assignments (e.g. through any Auto Assignments, Issue Templates, Scheduled Issues, or Workflows)and / or Issue Notifications can also be automatically re-routed to a different user or Group during an Out of Office event.

 
  • Only users with Events permission can see the Events menu.
  • Only users with Can view issues submitted by other users can see events added by other users or assigned to other users.
  • Only users with Can Assign Issues can view and manage Out of Office events.
  • Internal Only membership filters based on user Organization and / or Department also apply.
     
 

Activating / Deactivating Events

Only users with Sys Admin permissions can toggle Events within your system.

  1. Click the gear icon in the upper right > click Features beneath System.
  2. Toggle Activate Events / Scheduling in the Events section.
  3. Click Update.

A confirmation message will display when the update is complete.

If you toggled it on, then "Events" should become visible on the left menu.

If you toggled it off, then "Events" should disappear from the left menu.

 

Filtering Events

It is possible to filter events.

Steps:

  1. Choose Events from the left menu.
  2. Select from one of the following radio buttons:
    • Assigned To User
    • Organization
    • Created By User
    • No Filter
    • Project (only visible If Projects are enabled)

  1. Enter a value in the adjacent field (if applicable).
  2. Click Apply Filter.
 

Managing Events

Adding Events

  1. Click Events on the left menu > click Add beneath the Events section of the right quick menu.

OR

  1. Click on Events on the left menu > click one of the following options in the Views section of the right quick menu and then click on the date of the new event: Today, This Week, This Month.

OR

  1. From the View Issue screen, click Add in the Event Options area of the right quick menu.
  2. Enter the details of the event (e.g. Title, Description, etc.)
  3. Click Save.

Event Notifications and Reminders are sent only to an event’s Assigned To. If an event is modified, Update Notifications are sent to the current and previous Assigned To as appropriate.

A confirmation message will appear when this process is complete.

 
Editing Events

  1. From the View Event screen, click Edit in the right quick menu.
  2. Make your changes.
  3. Click Update.

A confirmation message will appear when this process is complete.

 
Deleting Events

  1. From the View Event screen, click Delete in the right quick menu.
  2. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.

 

Managing Out of Office Events

Adding Out of Office Events

Only users with Events AND Sys Admin, Can access and maintain Administration functions OR Can Assign issues permissions can view, add, edit, or delete Out of Office Events.

  1. Click on Events in the left menu > click Out of Office under the Event Options section of the right quick menu.
  2. Select the user that will be unavailable (off-site, on vacation, etc.)

Only users with Can be assigned issues can have designated Out of Office Events.

 
  1. Define through which dates and times this user will be unavailable.
  2. (Optional) Select the user or group that is to be re-assigned all issues or Next Actions which are auto-assigned to this user through any Auto Assignments, Issue Templates, Scheduled Issues, or Workflows during that time period.

If the "Route predefined assignments to" field is left blank, any Auto Assignment rules that would assign issues to an out-of-office agent will be left as Unassigned.

  1. (Optional) Select the user or group that is to be sent this user’s Email Notifications during that time period.
  2. Enter the Event Title to display for this new Out of Office Event.
  3. Enter a Description.
  4. Click Save.

A confirmation message will appear when this process is complete.

 
Editing Out of Office Events

  1. From the View Event screen, click Edit in the right quick menu.
  2. Make your changes.
  3. Click Update.

A confirmation message will appear when this process is complete.

 
Deleting Out of Office Events
  1. From the View Event screen, click Delete in the right quick menu.
  2. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.

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