Nidia Martinez

Hi Jake,

This is expected behavior. Disabling the Type field doesn't change the Type value of existing tickets. However, it will remove that field from your ticket form so it is no longer visible, and any new tickets created while Type is disabled will default to the type "Incident". As to the reasoning, the most common types would be Question or Incident, and I believe Incident is chosen because it covers more situations than Question. Do you anticipate that causing issues?

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.