We can't reassign a ticket. The ticket is stuck with one of our agents or groups. When an agent updates the Assignee field, the ticket automatically reassigns to the same agent or agent group. I can't I update the group or assignee on the ticket
In many instances, this issue is a result of a trigger that meets the condition of the ticket. The trigger makes the change automatically upon submitting the ticket to save the changes.
To pinpoint the trigger likely causing the reassignment, view the events of a ticket and check for the triggers that fired on the ticket during the latest update.
Change the properties of the ticket to not meet the conditions of the trigger or update the conditions of the trigger.
For more information to help you solve this issue, see the articles listed below.