Auto Assignment is Self Hosted version. Help?

suhailshots

How can we assign tickets on auto in the self hosted version to staff. I am unable to figure out. Can anyone help me here. I have tried hard, used plugins for auto assignment, round robin etc. but nothing seems to work. I am able to assign the ticket using filter to a department. The ticket is shown to everyone. If the ticket is assigned to the department it does not assign the ticket to a staff in that department. Is there any work around please.

KevinTheJedi

suhailshots

You can’t auto-assign Agents based on Department settings. You can do so via Ticket Filters and via Help Topics. For filters use the "Assign Agent" Action and for Help Topics set the "Auto-Assign To" to the needed Agent. In native osTicket there is no concept of Round Robin assignment; we only have direct assignment at this time. This is an improvement that is already on our feature request list so stay tuned!

Cheers.

suhailshots

Is there anyway to override this core system and assign tickets to agents directly. What if I assign tickets at database level via a procedure by updating the staff id in the table against each ticket.

KevinTheJedi

suhailshots

Tickets have to belong to a Department. Tickets can only be directly assigned to a single Agent and/or a single Team.

Cheers.