"Unassigned" tickets

[jgold723]

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Reviewing some tickets, I see several that are marked "Unassigned" even though a category has been selected and there is a user assigned to that category. How does this happen?

[Klemen]

Perhaps the staff member unassigned himself/herself from the ticket?

View the ticket from the admin panel and you should see ticket status history at the bottom of the ticket with details of what's been happening.

Note that if you didn't enable auto-assign from start the old unassigned tickets still need to be assigned manually, the setting applies to new tickets only.

[jgold723]

Actually, I disabled the auto assign because the client wants everyone who has permission to view a category to receive notification.

Am I correct that by disabling auto assign, everyone who has permission to see a category will receive an email notification?

John

[Klemen]

That explains why tickets aren't assigned

Staff will only receive notifications to tickets that are assigned to them or not assigned at all. However, if a ticket is assigned to a staff member only he/she will receive notifications.

[Lisaweb]

I've also found that if a ticket gets moved to a Category that the assigned user does not have access to, in the main view, it says "unassigned" but in the ticket itself it has the originally assigned user. Perhaps that is what you are seeing?

[jgold723]

In the "main view" you're referring to the red and green asterisks?

It appears that tickets come in unassigned (because I have auto assigned disabled). But that's OK, because everyone who has permission to view a category is notified when a ticket is submitted.