Hello everyone,

We've created a filter that, when rules are mattched, have these actions defined:
1.- Assings the ticket to an specifi agent
2.- Sends to the user a canned response
3.- Closes the ticket

The problem is that action 2 and 3 are done (canned reponse is sent and the ticket is closed) but the assignement to the specific agent is not done. So the ticket has noone to have it assigned in case it gets reopened latter by user.

We're running version 1.12.5

Best regards,
Rosa

8 days later

Are you sure?

Closed ticket do not have an assigned agent. So I'm not sure how you would tell it wasn't working.

Hello Ntozier,
This filter has been created so the system gives the user a canned response when a help topic is selected. Usually there's one person that replies to that kind of help topic, but with that canned response it's usually fine to close the ticket.
But, when it's not enough and the user replies to than canned response, the ticket opens, but as there wasn't any previous agent assigned to the ticket, it reopens with noone having the ticket assigned.
That's how we know that the filter isn't doing the assignment.

Rosa

So my understanding is that when a ticket is re-opened it is "assigned" to the person that last replied. Not the person who it was assigned to... (which could be someone completely different).

example:

ticket 101010 is assigned to David.
I reply to the ticket and close it.
User (Client) replies to the ticket and re-opens it... the ticket is assigned to me.

In your case
ticket 100001 is not assigned to someone.
Filter assigns it to David.
Filter sends canned response.
Filter closes ticket.
User (Client) replies to ticket and re-opens it... the ticket is not assigned to anyone as no one replied.

    5 months later

    Hi ntozier,

    I've the same problem as @rmartingar.
    Example:

    1. A filter assiges ticket to an agent
    2. A filter sends an autoresponse to the user
    3. A filter closes de ticket

    Osticket doesn't assigne the ticket to the agent, closes the ticket without agent assigment.
    It will be very usefull when you've lots of tickets, it works fine.

    @rmartingar @elenalr

    That's because the Ticket is created as Closed and you cannot assign Closed Tickets to anyone. This would work if the filter didn't auto-close the Tickets.

    Cheers.

    2 months later
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