Tickets Being Referred to Incorrect Department

paintedpony

v1.14.1, MySQL 5.5.45, PHP 7.3.12

In the past month, we have had multiple tickets that are being sent (email fetching) to one department and a short time later, "SYSTEM referred this to other department"

We have permissions to keep privacy and confidentiality, this is a big issue for us.

paintedpony

The ticket remains in the correct department, assigned to the correct team, and correct help topic. No human intervention is moving the ticket.

ntozier

What you are describing is just not possible.
There is no automated processes after ticket creation to refer a ticket to another department.

At time of ticket creation a ticket filter could over ride the system defaults (department/team/auto assign). But someone would have to have set that up, and it does not have the ability to setup referrer access.

Are you running any third party plugins? Any mods?

alko

KevinTheJedi ntozier
This is exactly the same problem that I have described in an own thread and no one can explain why this happens. And the info "is just not possible" is not true. It happens. Not daily but it happens.

paintedpony

No mods, no third party plugins.

KevinTheJedi

@paintedpony

First check all ticket filters and then check every System Email's settings. Also, check the recipients to see if another system email was CCed or something.

Cheers.

jens_E

Hello,
I had the same issue by a client of me.
Following steps were done:
An agent creates a new Ticket in department A and claimed this ticket.
The department and assignment are fine.
Then the user responses to this ticket by email.
Now, the message was posted and SYSTEM referred this ticket to department B.

Department A and B have the same department email.
This department email has in its settings department B as default department...

I think the problem causes at the following point in class.ticket.php in function systemReferral($emails)
This function is called in class.thread.php in the function postEmail($mailinfo, $entry)

Why do the System refer any ticket here?
Only agents should refer tickets...

I disabled the function systemReferral (class.ticket.php) by adding a return; before referring...

KevinTheJedi

@alko

It's possible alright, just have to find the culprit.

Cheers.

tnielsen

Following - I have had this happen several times recently too.

The ticket is still assigned to the other department, but shows up in my queue. Because I am not a member of the other department, I am unable to take any action on the ticket (transfer, notes, assign, status, etc). I can only add an internal note.

Please let me know if I can provide any further information.
Thanks!

ntozier

Sounds like you have referral access to the ticket.

tnielsen

That is correct, I do have that in my permissions. That said, how can I stop the SYSTEM from referring the ticket automatically?
The ticket was closed by an agent, the user replied via email, reopening the ticket. But at the same time the System then referred the ticket to my department.

ntozier

It does not do a referral by default. When you transfer a ticket you have to select the "maintain referral access to current department" to refer a ticket.

Once you do that you have to remove the referral afterwards to get rid of it.
View the ticket, Click the gear in the upper right, select Manage Referrals.

francisd

Okay so I finally figured out the solution to this problem because of this other thread.
https://forum.osticket.com/d/97505-resolved-problems-with-queues-and-departments/15

You need to set the default email in Admin > Emails > Emails > New Ticket Settings > Department > Changed from "The department where it is auto referred" to System Default