Agent is unable to see closed tickets despite working on them

DReffects

Hello there!
I've got a quite unusual isse at the moment.

Situation:
An agent cannot see any closed tickets, despide having responded to the ticket before and having closed it himself.

Configuration:

Agent is part of a Team
Ticket was assigned automatically to this team upon creation by the ticket filter
Agent has responded to the ticket and closed it himself
Agent Status is "Limit Access exclusively to assigned Tickets"
A primary Role and Department is assigned to the Agent.
The Support department is a SUB-Department of an existing Support-Department

Background:
This is within a multi-customer setup. I run osticket as admin for my customers.
Customers themselfes have users and agents. Agents are limited by a primary department and access role so only tickets assigned to their team can be accessed.

All users have a company assigned. Based on the assigned company the ticket filter then assigns these tickets to the correct team and agents which are members of this team can access the tickets.

this works just fine as long as the tickets stay open. When the ticket get's closed agents loose all access to any previous tickets.

When i uncheck the "assigned_only" option for the agent he can access the ticket when it's closed. but why is the team assignement not honored here like it is when the ticket is open?

Have i misconfigured this?

I am trying this:

Have me as Admi seeing all tickets
have different groups of users from different companies who can open tickets
have agents from different companies that see only tickets for their company
have agents also see closed tickets

Can someone help me out? 🙂 Thanks!

KevinTheJedi

DReffects

When you close Ticket we remove the assignment. Since the Agent is limited to only assigned Tickets they will no longer see it once they close it. You can enable Re-Open Auto-Assignment so that when it's reopened it should be re-assigned to the closing Agent.

Sounds like you simply need to use Departments instead of Teams. In order for an Agent to see and interact with a Ticket they must have Department access or must be either directly assigned or one of their Teams is assigned. If you have Department access you never lose access to the Ticket unless the Ticket is transferred to another Department - regardless of status. If you are limited to assigned Tickets you'll only see assigned, OPEN Tickets. Agents in Department A cannot see Tickets in Department B so why not just simply add the needed Agents to the needed Departments and assign the needed Tickets to said Departments?

Cheers.

DReffects

Thank you very much for the detailed response!

KevinTheJedi When you close Ticket we remove the assignment. Since the Agent is limited to only assigned Tickets they will no longer see it once they close it.

Ah, I see. So when a ticket is being closed it becomes "unassigned" in regards to any agents and teams?

KevinTheJedi Sounds like you simply need to use Departments instead of Teams. In order for an Agent to see and interact with a Ticket they must have Department access or must be either directly assigned or one of their Teams is assigned.

The ticket was assigned by the Ticket Filter to the correct team. The Agent is part of that team.

KevinTheJedi If you are limited to assigned Tickets you'll only see assigned, OPEN Tickets.

AHHH THIS!! Thanks, this explains a lot :-)

KevinTheJedi Agents in Department A cannot see Tickets in Department B so why not just simply add the needed Agents to the needed Departments and assign the needed Tickets to said Departments?

Please don't mind me asking: What purpose has the "assigned_only" switch then?

How can I enforce new tickets based on the assigned organization of the ticket creator to a certain department?
The only options I was able to find was to assign a "manager" in form of said team as responsible for new tickets from the organisation in the organisation settings.
But nothing there that would assign a new ticket to a specific (sub) department.

If I can make sure that new tickets from all users from a specific organisation are being created within the (sub) department the agent team group has access to, this would solve everything

Sorry about my confusing english. :-D

KevinTheJedi

DReffects

So when a ticket is being closed it becomes "unassigned" in regards to any agents and teams?

Yes, precisely.

What purpose has the "assigned_only" switch then?

Really for restricting Agents to only what you assign them. In normal workflows the Agent is assigned to one or more Departments and they see all Tickets in their Department. They can work on any that are open and don't have an active Lock on them. Whereas when you restrict the Agent to only assigned then they can't work on anything other than what the system or Agent/Admin assigns them.

How can I enforce new tickets based on the assigned organization of the ticket creator to a certain department?

Via Ticket Filters. The Filter Rules can be Organization / Name > Equal > {org_name} and the Filter Actions can be Set Department > {desired_department}. Now, when a User creates a ticket and they are a part of the set Organization the system will automatically place the Ticket in the set Department.

P.S.
Your english was perfectly understandable. 👍️

Cheers.

DReffects

KevinTheJedi Whereas when you restrict the Agent to only assigned then they can't work on anything other than what the system or Agent/Admin assigns them.

I fully understand now. I am sorry I have misinterpreted this feature.

KevinTheJedi The Filter Rules can be Organization / Name > Equal > {org_name} and the Filter Actions can be Set Department > {desired_department}

WOW! This feature is extremely massive. I've scrolled through the list of available filters and am very impressed. Thanks!!