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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.