After ticket have been assigned to an agent, this agent remains assigned after you reassign the ticket to a team, the system does not clear out the agent from the ticket.Agent do not want to keep the ticket is their list of ticket after they reassigned to a team, there are several reasons, ie when a ticket was wrongly assigned to a agent.
The agent can release the ticket its option in the menu above the ticket. Or they can just wait until another agent from that team claims the ticket.
Ticket has to be released the team only, we do not want to keep any staff (agent) in the assignation, so any team member will take care of the ticket.
exactly so release the ticket (unassigned) it will show unassigned but in that team's queue.
Sorry my misunderstanding, but I cannot see any (unassigned) option in the drop down menu. Do you have a screenshot ?I am using V1.10.1 stable
No problem https://pasteboard.co/H4MNcun.png
Unassign is limited to Department Managers.
That explains only why I see it nobody else can lol Sorry @[deleted]
Thank you for the information. It would be great for automatic clear the current assigned agent out when this reassign a ticket to a team, there are several reasons such a wrong assignations, teams where the agent doe not belong, etc.
You could give this PR a shot: https://github.com/osTicket/osTicket/pull/3373I have it applied in production however never really stopped to check if it works exactly as wished for.
Thank you for you reference pcjkollmorgen . I will try it next week on test.
don't want to necrobump, but here is my plugin for that https://github.com/t-oster/osticket-auto-unassign
