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What happens to tickets when the assignee is manually removed from a group?



Edited Sep 10, 2024


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  • Tickets with a status of open, pending, and on-hold are reassigned to the group with a status of solved - this described logic does not make any sense to me - could you please revise and update? 

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I agree with Kathrin Lemberg, that doesn't make sense.  It should mark to a status of unassigned with Open or New.

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‘If you turned on solved ticket reassignment, you can choose what happens to solved tickets after the assigned agent is removed from the group.’

 

I wish there was a way to ‘Do nothing’ when an agent is removed from a group.  If the ticket reopens, it will still be in the relevant teams inbox. 

 

If I remove an agent from a group, they unassign from the ticket. Finding a workaround for this isn't easy, and I am in the process of working it out currently. 

 

The issue is that is messes up ‘Assignee name’ on reporting, as it will change it to ‘Null’. The agent did do work in that group at the time, so I don't want it to unassign them. A workaround might be force closing the ticket - Also not an ideal solution. 

 

Updates history dataset springs to mind, but there are certain metrics that I want to track that are not available there. 

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