Auto release on transfer or reassign.

christiaanlouw

I cant seem to figure out why an agent will still stay as the assignee when they have transferred the ticket to a different department or to a different team.

ntozier

Because either:
They ticket the maintain referral ticket box when transferring it
Or
because it hasn't been assigned to someone else.

christiaanlouw

I did check that the maintain referral access is NOT CHECKED and the ticket was assigned to a user before it was transferred.

Then once its transferred, the ticket assignment stays assigned to the user that transferred it.

I have even tried to re-assign it to a new team but it just adds the team and still leaves the original user there,

Im currently on v1.14.1.

ntozier

So then you need to train your agents to release the ticket first, or also assign it to someone else.
This is intended behavior.

christiaanlouw

Thanks. I managed to sort this by following https://forum.osticket.com/d/92216-transfer-ticket-and-remove-the-current-owner/5.

Didn't want to do this and was hoping there was a setting in OSTicket.

But it works. Ill just make a note for when I upgrade.