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I am implementing assignment logic for a Complaints Queue in Microsoft Dynamics 365.
While disabled/inactive users are easy to exclude, Dynamics 365 does not provide a built-in way to detect users who are temporarily unavailable (on leave).
I would like to understand:
How organizations typically identify and maintain “On Leave” status for users
Whether there is a standard or recommended pattern (custom field, HR integration, Outlook OOF, etc.)
How this is commonly enforced in:
Queue routing rules
Custom plugins
Power Automate flows
The goal is to prevent assignment of complaints to users who are on leave and optionally reassign their open records.
AC Will be :
Given I open the Assign panel
When I search for a handler
Then only active users with the ?Complaint Handler? capability/role are returned
And users who are disabled/inactive/on leave are excluded or clearly flagged as unavailable.
Looking for best practices from real implementations.
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