Disable ticket assignment on reply

mariosv

Hello,
Is there any way to disable assignment change if other agent reply on a ticket already assigned. For example if i have a ticket already assigned to Agent1, i want to stay assigned to Agent1 if other agent post a reply or close this ticket.

My versions is:
v1.17.2 (8fbc7ee)
Apache/2.4.41 (Ubuntu)
MySQL 8.0.31
PHP 8.1.12

Thanks!

SeuzRoman

Hi,

I'm pretty sure it's Settings->Tickets->Claim on response

ntozier

Claim in response will only claim a ticket if it is not already assigned.

Reopened tickets are always assigned to the last respondent unless auto assign on reopen is disabled on the Department level.

If a ticket is assigned to Agent A, and Agent 1 replies it is still assigned to Agent A. Agent 1 would have to re-assign the ticket first to change the assignment.

mariosv

ntozier
Yes, you are right. In my case the problem was if second agent closing the ticket with a reply and i found the solution here https://forum.osticket.com/d/91329-tickets-when-closed-are-assigned-to-a-person-who-close-it-and-cant-be-reassigned .
My problem solved by setting the "$set_closing_agent=false" in include/class.ticket.php.