We just launched OSTicket for our helpdesk and received a minor complaint when it comes to ticket assignments. While most tickets will be assigned to a department, there are times when an urgent ticket comes in and they want to assign it directly to an Agent and they want the department to automatically update to the agents department.
Searching the forums, I have found a couple posts asking this very question. Post 1, someone provided a hack for version 1.10 to make this happen, post 2, the response from forum members was why.
In our case, this is what they want. If the ticket is being assigned to someone else, the original person handling the ticket no longer needs access to it.