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Ticket assignees are changing when changing an agent groups
Posted Mar 19, 2021
We are facing a critical issue. We manually change agent groups often for the purpose of training. Yesterday we learned that each time an administrator changes an agents' groups, all tickets that were solved by an agent in the group they are no longer in, gets automatically assigned to the administrator updated the group assignments. This is happening for all tickets regardless of status AND is NOT happening through a trigger.
This is causing a mass issue in our system because we have >1800 tickets that are now assigned to someone other than the original agent who solved the ticket.
Is this a bug? What can we do to automatically route these tickets back? How can we ensure this does not happen again?
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1 comment
Nidia Martinez
Hi Nilou,
This is the expected behavior when removing agents from groups - Adding and removing agents from groups
As a best practice, you should first reassign any tickets assigned to the agent being removed. Although the problem has already occurred here, I wanted to provide that resource if you need to delete groups or change group memberships in the future. The above should help to avoid a similar situation.
At this point there isn't a way to automatically reassign these tickets back to the original agent. However, it is possible to build an Explore report to get a list of tickets that were impacted.
You could try building something like the following:
Support: Ticket Updates dataset
Select a single metric of Updates.
If you happen to know the time/hour of the day where you updated all these group memberships, you can use query time filters like: Update - Date and Update - Hour to narrow down the results.
You'll also want to apply another filter of "Update Channel" with the results filtered to Group Change only, and Explore can pick up those ticket IDs.
Lastly, to see the previous assignee you could use a few attributes like "Changes - Field name" and filter by Assignee, and then use "Changes - Previous value" to display the previous assignee.
I hope that helps with obtaining a list and knowing which tickets need to be updated to which agent.
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