Agent is blank upon response, settings correct

yavuzc

osTicket Version v1.18.1
Web Server Software Apache
MySQL Version 10.5.23
PHP Version 8.1.26

We do everything in UI. Agent is assigned a ticket, he posts a reply and closes the ticket. Then ticket owner responds and ticket reopens, the agent comes blank (therefore does not get a notification). Also he doesn't see the ticket when closed anymore. Both Ticket and Department settings seem to be correct per my findings

KevinTheJedi

yavuzc

When you Close a Ticket the Assignment is completely dropped as the Ticket no longer needs action (it's closed). When a Ticket is reopened the system will either re-assign to the closing agent or the last responding Agent or nobody. You can see this in the code below:

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

Cheers.

yavuzc

KevinTheJedi Thank you for the code. I was able to modify the 'else' statement to workaround it. Somehow all my settings are correct (agent is active, no vacation mode and in same department) but it is falling back to 'else'.

KevinTheJedi

yavuzc

Did you check the actual Department's configurations to ensure you don’t have the "Reopen Auto Assignment" setting checked? If this is checked it will disable the Reopen Auto Assignment.

Cheers.