Closing an unassigned ticket does not assign it - 5.1.66370

ryangoode · 2011-04-12T04:47:41.000Z

Hello -

In the current beta, if you close an unassigned ticket, it no longer assigns it to you. I found out because I received a bunch of alerts “Unassigned > 1 hour” because I closed a few.

Previously it was useful because if you worked a ticket real fast and closed it, it would just assign it to you.

Thanks!

Ryan

dawn · 2011-04-12T08:20:38.000Z

Hi Ryan,

Check to see if you have “Auto Assign Tickets on Comment” enabled in Settings → Help Desk Settings. There was a bug that was resolved in the latest beta where closing/reopening a ticket would auto assign the ticket even with this setting disabled. If it’s unchecked, you can re-check this setting and it should auto-assign the ticket once you close it again.

ryangoode · 2011-04-12T09:39:11.000Z

Hi Dawn - I actually disabled that setting because we want to recognize a ticket as being accepted by explicitly accepting it. This way a tech making a comment on it wouldn’t assign to him.

I guess what I thought was working in last beta was actually a bug. We will take note of the new process and make the tech assign before close (as should probably be best practice).

Thanks!

Ryan