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Auto-assign doesn't work sometimes

Posted: Fri Feb 23, 2018 2:57 pm
by 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.

Re: Auto-assign doesn't work sometimes

Posted: Fri Feb 23, 2018 6:42 pm
by 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)?

Re: Auto-assign doesn't work sometimes

Posted: Mon Feb 26, 2018 2:03 pm
by 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.

Re: Auto-assign doesn't work sometimes

Posted: Mon Feb 26, 2018 7:35 pm
by 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)

Re: Auto-assign doesn't work sometimes

Posted: Thu Mar 01, 2018 9:58 am
by 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.

Re: Auto-assign doesn't work sometimes

Posted: Thu Mar 01, 2018 10:37 am
by Klemen
You can send me admin login details in a private message and I will have a look.

Re: Auto-assign doesn't work sometimes

Posted: Mon Mar 05, 2018 9:01 am
by macdavid
PM sent

Re: Auto-assign doesn't work sometimes

Posted: Mon Mar 05, 2018 12:59 pm
by 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

Re: Auto-assign doesn't work sometimes

Posted: Mon Mar 05, 2018 1:51 pm
by macdavid
Thanks very much for your help ! This is great support.