Issue symptoms
I 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 update the group or assignee on the ticket.
Resolution Steps
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.
4 Comments
Good day,
We seem to be having the same issue but when check events it shows that the ticket was reassigned by the playlist and there are no triggers on the playlist.
Hey Lerato,
I see you chatted in regarding this issue and were going to follow up with your Outlook team regarding the forwarding rules set up on your account.
Let us know if there's anything else we can help with!
Hi, I would like to deactivate an agent, but they have thousands of tickets associated with their profile, and for the bulk reassignment, i can only select up to 30 at a time. can you show me how to select ALL?
Thanks!
The maximum number of tickets you can update at one time is 100 tickets. You cannot bulk update closed tickets. You can bulk update most of the same properties as an individual ticket, including ticket status, fields, subject, and comments.
- Managing tickets in bulk
I hope that answers your question. Thank you!Please sign in to leave a comment.