Feature Request Summary:
Currently, if you un-assign a user from a group, all tickets they have under that group, including Solved, get moved to the oldest member in the group they were removed from. I would like an option to instead automatically re-assign them to the same user, but their default group, instead.
Say you have a group that everyone takes turns on being assigned to, let’s say “On Call”. Calpurnia is on call for a week, solves 4 issues, and has 2 open. If Calpurnia is removed from the group, Calpurnia will lose credit for the 4 resolved tickets, and the 2 open ones, that Calpurnia is still working on and has the most information about, will be re-assigned to nobody. The admin who updates Calpurnia’s groups would need to manually select all tickets assigned to Calpurnia (which for me often stretches more than 7 pages of tickets worth), and re-assign them to Calpurnia under another group of Calpurnia’s.
Business impact of limitation or missing feature:
This makes updating groups for users quite tedious and prone to human error, resulting in the wrong people getting credit for solves, and more tickets getting touches from multiple agents, than is necessary. Additionally, because profiles often refuse to fully load if the agent has worked more than 10k tickets or so, you cannot even re-assign or see the tickets without making a custom view, which adds even more time and work to what should be a relatively easy and quick task.
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