How do I make a reopened ticket unassigned?

Question

How do I make a reopened ticket unassigned?

Answer

It is possible to un-assign reopened tickets after a ticket was set to a solved status through the use of triggers. You can set up this workflow by creating a new trigger from the Triggers page.

To create the trigger

1. Create a new trigger.
2. Add the conditions below under Meet ALL of the following conditions.
   • Status | Changed from | Solved
   • Current user | Is | (end-user)
     
     
3. Under Actions add the below conditions.
   • Assignee | (-)
     
     
   Note: For the above trigger recipe to fire on messaging tickets, remove the condition Current user | Is | (end-user). In accounts without custom ticket statuses enabled, use the condition Status instead of Ticket status.

   For more related content, see the articles listed below.

   • Can I change a ticket status back to New?
     
   • Why are new tickets being created in Open status?
   • Why is a requester’s reply not changing the ticket status to open?