auto-assign of tickets

[bananaspider]

As admin I have auto-assign of tickets checked for me and it works. I added another staff member and left the auto-assign of tickets checked. Was this action supposed to turn off auto-assign for me? Isn't auto-assign meant to be for one person at a time? Anyway, even though both of us have auto-assign ticked on, only the added staff member is the one getting the tickets assigned to them. How is this supposed to work? Thanks.

[mkoch227]

The auto-assign feature will assign the ticket to the first user it finds (at random) that is able to handle the ticket (and has auto-assign turned on in their user settings). Here's a basic rundown of the logic:

1. A user with the least amount of open tickets, along with "auto-assign" turned on is retrieved (if 2 or more users have the same number of open tickets, one them is chosen at random).
2. If the user is an administrator OR has access to the ticket's category (and also has the ability to view and respond to tickets), they become the owner of the ticket.
3. If the chosen user does not have access to the ticket (or cannot view / update tickets), the next user with the lowest number of open tickets is checked. This continues until no users are available.
4. If no users are available, the ticket is unassigned. This never happens as far as I am aware.

If I missed anything in this logic here (or if I'm inaccurate in my explanation), I'm sure Klemen will be happy to correct me.

[bananaspider]

Great. I now find myself much more aware of how auto-assign works in the background. Thanks!