v1.17.2 - Default Assignee is incorrect

phaized

I did try searching for other similar posts, but couldn't find any.

Recently, I've expanded access of the ticket system to my marketing team to help them organize the internal requests they get. I set up the Help Topics, queues, Teams, etc., specifying the default assignee and department in the new Help Topics. The problem, is that the default assignee for my IT tickets is being applied to the marketing Help Topic tickets. I even tried disabling the default department/help topic global settings without success.

Looking at the ticket details, the system says a "Ticket Filter" assigned the team I shouldn't be seeing assigned. The issue with that, is I never set up a Ticket Filter to do so. The only things doing default assignments are the Help Topics and the global Default settings - which shouldn't work if an assignee is specified for the Help Topic, from my understanding.

I am looking to try updating to 1.17.5 or 1.18.x, but wanted to see if I could resolve it before updating as I have a lot of extra work to do to update the instance as I'm running in a Docker environment. Any ideas where else to check?

E: Found out after posting this that setting the Help Topic's assignee to the Team instead of an agent properly changed the assigned Team. I am still curious if there's something I'm missing or if this is all known/intended behavior.

KevinTheJedi

phaized

I would honestly suggest upgrading. There are 3 releases beyond your version for the latest 1.17.x release and there are 5 releases beyond your version for the latest 1.18x release.

Also you can post a screenshot of the thread event you are seeing. Does it say SYSTEM or the name of a filter?

Cheers.

ntozier

phaized Looking at the ticket details, the system says a "Ticket Filter" assigned the team I shouldn't be seeing assigned. The issue with that, is I never set up a Ticket Filter to do so. The only things doing default assignments are the Help Topics and the global Default settings - which shouldn't work if an assignee is specified for the Help Topic, from my understanding.

Side note, just because you didn't set one up doesn't mean someone else didn't.
Did you check your ticket filters?

Are you actually using Teams or did you setup a new Department for the second group?

If not then I would recommend that you setup a second Department for the second group... unless you want both groups to be able to see each others tickets.
Teams are groups of Agents that would not normally see tickets together. ie they are from difference Departments

Are you using the same email for both Departments?

phaized

KevinTheJedi

Upgrading is happening no matter what; I just don't like upgrading as a troubleshooting step and make it the last thing I do - something something stubbornness lol

The thread for the tickets will show up as "Ticket Filter" not "System". From what I can tell, this has been how it always default assigns the tickets based on what I specify for the Help Topic.

The Help Topic clearly has the Auto-assign field set to my agent, but the tickets (3rd image) don't get assigned to the agent, and are assigned to the wrong team.

ntozier
I get where you're coming from and I verified from the DB side that no additional Ticket Filters were set to do the ticket assignments. This is the screenshot from my Filters page; two of them are disabled (one was from my testing the assignment thing), and the only active filter prevents ticket creation for anyone not part of my email domain.

I am indeed using separate Teams and Departments. We don't want IT tickets viewable outside of IT, and we also don't want IT getting inundated with non-IT tickets, so I made sure we had that separation. I did not bother setting up a dedicated email for the new department since it didn't seem necessary.

I'll be adding new filters once we're live to properly assign tickets coming in via email to the correct departments - which shouldn't affect this auto-assigning issue.

I made an edit to my original post last week, but interestingly, I noticed that if I set the Help Topic to auto-assign to the Team, things worked as expected. I am then able to use a custom Ticket Filter to add the agent automatically after the Help Topic assigns the Team.

If I still notice this issue with auto-assigning the agent vs Team after upgrading I'll let ya'll know.