Assign ticket to any agent

Swen

Hello together,i have an issue to assign tickets to any agent:osTicket-Versionv1.10 (901e5ea)

— Aktuell

Server-Software

Apache

MySQL-Version

5.5.54

PHP-Version

7.0.15We switch from 1.9.X to 1.10. Now we can't assign a ticket to any agent. Only an agent how are in tickets owner department. We are a small group and it's not a solution for us to switch first the department and then to an agent. Are there some setting to activate assignment to all agents? Before updating to 1.10 we assign a ticket to all agents independently of department of ticket owner. At the moment a agent is ticket owner in his department and can't choose or assign other agent only himself.Thanks.

ntozier

I haven't the foggiest idea what you mean. I can assign tickets to any Agent in my system.Maybe your agents Roles doesn't have Assign permissions?

Swen

Yes this is what it like work before update. I must first assign to department thereafter i can assign to agent.Before update we can assign a ticket to any aviable member in the hole system without knowing about his team, department or any thing. Only assign ticket to via dropdown to any member are listet. Now in the assign drop down i can only choose members in my department.The role rights are all set: blank blank blank blank As you can see there is only one agent. Not all agents of the hole ticket system. Before update i can choose any agent if i want.After update we don't change any settings or options in ticket system. As you can see that check box is set for ticket assignments. I don't understand why that doesn't work before update. It's look like a bug or there will be a change in the logic of OST.Thanks for your help.

blueyeguy

@[deleted] I can confirm that in version 1.10 unless an agent has been granted Extended Access to a department in Admin Panel > Agents > > Access > Extended Access, that you cannot assign a ticket to that agent from another department.Prior to 1.10, when you went to assign a ticket to an agent, the entire agent directory was visible, and an agent could get direct ticket assignment to a ticket for a department for which he normally did not have access. This was a handy feature for us as well for when we needed to get help from someone outside our normal department structure, without having to extend access to the department. The agent could see and address the single ticket from the other department without needing to see every ticket from that department.For now we extend access, assign the ticket, then remove the extended access.

Swen

OK, that is very bad to get this news that you have the same issue. However you can set first department thereafter an agent in this department. Or assign this ticket to a team and someone will do the job. But we are a small group of agents and this is very bad to handle... It would be recommend for us to assign a ticket direct to an agent without make so many steps.

ntozier

This is the response I got from the Devs on this:"Okay so I tested the above post and it is a logic issue not a code issue. If the Agent has *no access* to a department they are not able to do anything with the tickets in that department, therefore there is no point in assigning that ticket to that agent because they can’t do anything with it. To fix this they can add the agent to the department with Limited (or above) Access *OR* transfer it to the Department the agent is under and then assign it to the agent."

Swen

Thanks for response. Bad to hear. For small range of agents that new solution is bad. Much more better before update.Is there a chance to change something into the code to get all agents?Thanks for help

ntozier

"To fix this they can add the agent to the department with Limited (or above) Access *OR* transfer it to the Department the agent is under and then assign it to the agent."

Swen

Please give us this option back that we can assign a ticket to any agent or with an option. That handling is very bad.Thanks.

ntozier

I told you how to get around it. If you would like to make a suggestion that the behavior be changed I would recommend that you post a Suggestion / Feed back in that section:http://osticket.com/forum/categories/osticket-1-10-suggestions-and-feedbackor open a feature request on Github. However since this is by design I really doubt that you will gain any traction on this request.