Remove team upon agent assignment?

nerdyviking88

Question:

Is there a method to remove a team assigned to a ticket when it gets directly assigned to an agent?

Background:

We take all tickets into a generic unclassified queue, which then gets assigned to a team based upon context in the ticket (server, network, etc). Right now this works, but the team assignment remains on there as well, and therefore all of the team get notifications of emails and posts to each ticket.

KevinTheJedi

nerdyviking88

You can Release Assignment and if the Ticket is assigned to an Agent and Team it will give you an option of whom you want to release the assignment from.

https://docs.osticket.com/en/latest/Features/Release%20Assignment.html

Cheers.

nerdyviking88

@KevinTheJedi

So I have the users already with that permission, but they're not seeing the release option when they assign it to themselves, or claim it.

Is there a spot I'm missing this?

KevinTheJedi

nerdyviking88

It’s not when assigning it’s a a separate action entirely. More > Release (unassign) Ticket

Cheers.

nerdyviking88

@KevinTheJedi Ah ok, that explains it.

To save my techs from having to do one more thing, is there a way to have it automatically done?

Or a way to separate out induvial and teams notifications, so they don't all get spammed?

KevinTheJedi

nerdyviking88

If it’s already assigned to an Agent and you go to assign it to another Agent it will unassign the current Agent automatically. However if it’s assigned to a Team and you assign to an Agent it will not remove the Team as those are two separate assignments.

As far as the notifications go, can you expand a little more on what you are asking?

Cheers.

nerdyviking88

@KevinTheJedi

The issue we have right now is probably one of our workflow.

Ticket comes in, gets dumped to no team. We classify it based on it's content, and assign it to a Team so they know they need to work on it, i.e. Desktop/Network/etc. The techs on that team then will go assign it to themselves as they work the issues.

The issue is, up until knowing about the releasing, a tech would assign the ticket to themselves(leaving the team on their due to ignorance), and all members of the team would get the notifications for any response from the customer on those tickets.

When I go into notifications for new messages, I see only last respondant and assigned agent/team. What we're hoping to do is after a user assigns a ticket to themselves, the rest of the team members would no longer get notifications.

Would it be better than to get rid of notifications to Assigned Agent/Team and just keep last respondent?

KevinTheJedi

nerdyviking88

You could do that or just train the Agents to release assignment after assigning or claiming for themselves.

Cheers.

nerdyviking88

Sounds good. We're hoping to keep the 'team' on there for reporting purposes, primarily, but I can look at options.

Thanks for your help, this is solved.