Ticket assignment logs

[deleted]

osTicket - 1.16.1
Server - 2019 IIS10
MySQL - 5.5.45
PHP - 8.0.0
Is it possible to see which filter auto assigned a ticket to an agent? Are there logs at the OS level I could check when I have an issue with osTicket or is everything in the admin ui? We have a web form that submits an email to a mailbox that osTicket's cron job generates tickets from. There is a drop down in this form for a location id (ABC123). When the email is submitted, the body of the email contains "location: ABC123". We have 60 filters setup to auto assign tickets based on this location id. All emails not containing a location id or containing a partial location id are being auto assigned to the same agent (Dusty Bottoms). Maybe our rules need to be adjusted because we're using "contains"?

All of the filters are setup using the following format;
Filter Rules: Ticket / Issue Details - Contains - ABC123
Filter Actions: Assign Agent: Dusty Bottoms

ntozier

This is a great question, sadly I think that the answer is no.

You might be able to increase the logging level...
Admin panel -> Settings -> System
See Default Log Level
And then you could look at the logs at: Admin panel -> Dashboard -> System Logs
If that doesn't work you could try installing the Help Desk Audit plugin and see if that captures it.

[deleted]

ntozier I appreciate ya! Switching the log level to debug doesn't capture it. I'll give the help desk audit plugin a shot. I thought we fixed this by giving each filter an execution order but we're still having issues.

[deleted]

I found that the assignments are logged within the ticket itself. I saw the correct filter initially assign the ticket to the correct agent but right after that a second filter assigned it to the wrong agent. After I updated my filters to all have an execution order and "Stop processing further on match!" checked, tickets are being assigned correctly.