Adding note assigns ticket to self

  • 19 August 2015
  • 3 replies

When we add notes to tickets (either open tickets or tickets already assigned to someone else), the agent adding the note is automatically assigned. If this an intentional feature, we would LOVE the ability to be able to turn it off at our institution. It causes a lot of trouble for us as our part time agents often unintentionally end up with sensitive tickets that belong to another group.

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3 replies

Userlevel 4
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Whenever the agent adds a public note or a reply on an unassigned ticket, it will be automatically assigned to the agent due to the default Observer rule in the system . The rule name is "Automatically assign ticket to first responder" and you could turn this off to avoid such occurrences .

Thanks so much! I didn't realize we were able to turn that feature on and off. I've already reached out to my supervisor who manages the ticketing system.

Userlevel 4
Badge +12

You're welcome anytime, Douglas 🙂 Let me know if you need any further assistance.