Why can’t I update the group or assignee on a ticket?
This issue is often times due to a trigger that is setup to auto-assign a ticket to a specific user or group upon ticket update.
The first step in troubleshooting this is to look at the event log of the ticket (see Viewing all events of a ticket). After you have opened up the event log of the ticket, you will be able to see if there is a trigger responsible for setting the user or group. This event will be indicated by the following:
- Assignee (agent name)
- Trigger "Trigger name responsible for the change"
Next you will want to inspect the conditions of the trigger, which can be done by clicking on the name of the trigger in the event log. This will take you directly to the edit page for that specific trigger. Under Meet ALL of the following conditions add the condition Assignee > is > (blank). This condition will prevent the trigger from firing on any ticket where the assignee is already set.
Once this condition has been added to the trigger, it will not fire on any ticket update where the assignee has already been set. This will allow you to manually change the assignee on a ticket, without having the trigger supersede the action upon submitting the update.