How do I handle technician’s going to lunch?
If you have a helpdesk where you want a tech to stop getting new tickets while they are out to lunch, we recommend you use the In/Out feature.
Note, we would argue that for a tier 2+, you would not normally log them in/out for a short time away from their desk. However, for a tier 1 helpdesk, where the helpdesk is working with a very tight SLA, you likely do not want the tech to get a ticket that requires a 15 min resolution if the tech will be gone for an hour.
To handle this, set the Resource to Inactive as described in the following KB: