Auto assign tickets, how it work ?

[grégory]

Hesk version : 2.5.1

Hello everyone,

I would like to know how the tickets are scattered. Let me explain, I have two users who are self assignment ticket. The problem is that they are not scattered evenly. A user has received 19 tickets, the other was 47.

Is it a bug ? Is it configurable ?

Thank you and have a nice day.

[grégory]

It's ok.

Whoever has the least ticket will receive a ticket.

I saw the request :

SELECT `t1`.`id`,`t1`.`user`,`t1`.`name`, `t1`.`email`, `t1`.`language`, `t1`.`isadmin`, `t1`.`categories`, `t1`.`notify_assigned`, `t1`.`heskprivileges`,
(SELECT COUNT(*) FROM `hesk_tickets` FORCE KEY (`statuses`) WHERE `owner`=`t1`.`id` AND `status` IN ('0','1','2','4','5') ) as `open_tickets`
FROM `hesk_users` AS `t1`
WHERE `t1`.`autoassign`='1' ORDER BY `open_tickets` ASC, RAND()


Bye

[Klemen]

Correct, the person with least OPEN tickets will get autoassigned.