Assignee automatically switches occasionally. (Bug)
Posted Nov 24, 2021
Occasionally, I will open a ticket a customer has replied to, type a whole reply, then notice the submit button is grayed out. if I look at the Assignee dropdown it has switched without my input, usually to a different company.
refreshing the page will show it as assigned to me without a problem, but I'm afraid it will switch one day without my input and not gray out the submit button, reassigning the ticket without my knowing.
While I usually check the disposition before submitting, I have caught this issue at least twice before typing a reply and about 3-5 times because I couldn't reply after typing.
It switching is not consistent, seemingly random, and has happened a few times, once in front of one of my mentors who thought it was really weird I switched the assignee and called me out on it. (When I didn't switch...)
Any insight on why this might be happening would be nice.
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4 comments
Cheeny Aban
If so, we suggest that you reach out to our Customer Support so we can take a closer look into your account the soonest
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Daniel Sitze
In reply to Cheeny Aban
No, I have checked the events and nothing is indicated that it caused a switch of assignee, I have checked the events each time just in case and nothing shows. It acts as if the assignee was populated incorrectly when the ticket was loaded but not actually switching just changing the selection. I have since heard from a few of my peers who have experienced the same issue Since I brought it up with them so its not an isolated incident.
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Cheeny Aban
It could be a trigger that fired on the ticket. You can view all the events by pressing the hour-like button at the far right of the ticket.
I hope that helps
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Sarah Darmawan
Hi Daniel -
Thanks for sharing with us!
Please do reach out to our Advocates so this can get escalated to the right teams to look into this issue for you.
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