I am a manager in a department unable to assign tickets

L_Hurren

am a manager in a department but when I go to assign a ticket to a member of my team I am not able to do this, is there something in the settings that needs to be updated to allow me as the manager to assign the tickets?

KevinTheJedi

L_Hurren

Always post a screenshot of Admin Panel > Dashboard > Information when making a new Discussion so that we can better assist you.

What exactly happens when you try to assign? Any errors? If you could provide any screenshots that'd be helpful as well.

Cheers.

KevinTheJedi

L_Hurren

Mainly though, the Department needs to allow assignment to the intended Agent. Each Department has a setting called "Ticket Assignment" that controls who can be assigned to Tickets within the Department. If set to "All" anyone can be assigned (non-Department Members, Primary Members, and Extended Access Members), if set to "Primary Members" then only the Primary Members can be assigned, and if set to "Department Members" then all Primary and Extended Access Members can be assigned.

Other than that the Agent obviously has to exist, has to be Active (ie. not Locked, etc.), and must not be in Vacation Mode.

Cheers.

L_Hurren

Sorry, Its an NHS system so not sure I can share a screen shot,
Basically a ticket gets assigned to my department, and I get a notification to let me know that it has been assigned
I go in to review and assign to an agent to pick up the work and the top of the ticket is non responsive, I am not able to select anything in the top section of the ticket, however a member of the team is able to assign the job and update the help topic.

KevinTheJedi

L_Hurren

Then are you sure you’re assigned and not referred? Referrals allow view only access to tickets.

Cheers.

fazed

you might be referred not assigned tickets, thats the only logic that comes to my mind about it really