Assignee is not showing in the Closed Ticket Search

koyodenzo

To whom it may concern,

Good day!

I would like to inquire if this is a system error or do I need to tweak only the Search Closed Column?

The Issue is The User is requesting for a specific help topic. And then the Department Team Leader is assigning to her Team Member. After the Team Member Resolved the Issue the Team Leader will closed the Ticket.

However after I customize the columns of the Closed tickets both Names are showing in the Closed By and Assign. It should be different, and in fact I should see 3 names in the search. As From, Closed By and Assignee.

I hope someone can assist me on this matter. Thank you in advance.

Cheers 🙂

ntozier

If John Bonham opens a ticket they are the From. This does not change unless the ticket is edited.

If an Agent Jones works on it [Agent Jones would appear as the assigned to, if you have claim on response enabled) and ultimately assigns the ticket to Agent Plant.

Assigning it to Agent Plant would become the assigned Agent. Then Agent Plant works on the ticket and assigns it to Agent Page the Supervisor.

Assigning it to Agent Page would make them the assigned Agent. Agent Page reviews the ticket and closes it. Agent Page becomes the Closed By. Closed tickets are not assigned as they are closed.

I imagine that depending on where in the above process you would see two names.
John Bonham and whoever it was currently assigned to.
And ultimately John Bonham and Jimmy Page.

If a ticket is re-opened I believe that it will be automatically assigned to the person who closed it, so it would become assigned to Agent Paige.

koyodenzo

ntozier Thank you sir for the prompt response. However, in our case the both the Leader Name appears in the Closed by and Assign.

It should not be the case, correct me if I'm wrong as what we are trying to achieve is like this.

I tried for so many times to tweak my search but to no avail, please advise on how to achieve this.

Thank you in advance.

KevinTheJedi

@koyodenzo

Closed tickets are not assigned. If a ticket is set to a Closed status then the Team and Agent assignment is dropped. I bet you have Closing Agent as the Secondary (or Primary) Data Source for the "Assign" column and this is why you see a name there. Unfortunately, we drop all assignments when the ticket is closed so you cannot show the "Assigned Agent" as there is none.

Cheers.