Auto-assign doesn't work sometimes

[macdavid]

HESK version 2.7.5

When a user submits a new ticket, sometimes it is not auto-assigned. Only one admin has auto-assign turned on. The ticket remains as unassigned.

[Klemen]

Is the ticket submitted from customer side or from admin panel?

What does it say in the ticket history log (bottom of the ticket)?

[macdavid]

Hello,

Ticket is assigned customer side.

Here is the log (in french)

Historique du ticket
2018-02-10 08:25:06 | soumis par (edited)
2018-02-21 09:10:48 | assigné à (edited)

Ticket was submitted and manually assigned 10 days later.

Thanks for your help.

[Klemen]

Is this original version of Hesk, or do you have any mods?

In original Hesk, this can only happen if:

1. auto-assign tickets is OFF, or
2. auto-assign tickets is ON, but no valid user was found to assign the ticket to (no user with auto-assign tickets active for the user + has access to ticket category)

[macdavid]

Hello,

No mods, original HESK.

Only one admin with auto-assign turned on - with access to all categories.

Funny thing is it sometimes work, but not always.

I can give you access to our hesk setup if you want to have a closer look.

[Klemen]

You can send me admin login details in a private message and I will have a look.

[macdavid]

PM sent

[Klemen]

The issue was one of the ticket categories had "auto-assign tickets" turned off.

To fix the issue:
1. login to Hesk admin panel
2. go to "Categories"
3. in the list of categories, turn auto-assign tickets to ON for all categories: click the gray "lightning" icon in the right side (column "Options") so it turns yellow

[macdavid]

Thanks very much for your help ! This is great support.