When I am assigning ticket to Agent, It is being assigned successfully and New agent name is also shown in the the thread. But when we check in the ticket summary, the previous agent name is shown under "Assinged to" field. Also we have made the agent limited to access assigned ticket even than ticket is appearing under previous agent login whereas ticket is assigned to new agent.OS ticket version 1.9.7. Please go through two attachment.In first attachment. Ticket no.SMR63 is assigned to Agent Kihsore Antony.And if we see Second Attachment ( end of thread of this ticket), it is already re-assinged by Kishore antony to SWS Customer Care.I mean to say in first attachment Assigned to Agent should come SWS Customer care instead of Kishore Antony.Secondly if we see Assinged to filed in Thread (second attachment) it is showing two Agents: Kishore Antony/SWS Customer Care. Request clarification on this.Note: Kishore Antony is Agent & SWS Customer Care is Team.Thanks.
