Re-open auto assignment to last respondent is not working in few cases

upervaiz

Hello,

I'm having issues in few tickets when those were not assigned to last respondent agent.
Is there any specific reason why it is not working.

Those specific Tickets were re-opened by customer reply on a closed tickets.
But many other were re-opened same and assigned to last respondent properly.

Also, Department is same.

Can you share your light with me?

Thanks

KevinTheJedi

upervaiz

This is the bit of code you're looking for:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L1539-L1555

It states that the last responding agent must be available (not on vacation mode, etc.) and must have access to the Ticket's Department in order to re-assign automatically.

Cheers.