Hello everyone,
Only way I have found to assign multiply tickets to another group with no agent is using a scenario.
There should be a option in “Bulk update” and “Assign to” to select the group and non as agent.
//Daniel
New Idea
Bulk assigning tickets to group without agent
+9- Top Contributor ⭐
My initial thought would be to use automators instead for this. If you have conditions that meet the application of a scenario from a human standpoint, you can do everything (and more) via ticket automator that you can do in a scenario so just build it in there and no human required in the future since the “System” user wont be subject to the Ticket field requirements.
This would allow you to get around any “required when submitting form” options you have that toggled on, as well as business rules (unless you have the rule set to run at the system level of course). I am able to bulk update tickets to another group with no agent on my end, so assuming you have a field requirement that isnt getting met that you are running into.
+14- Top Contributor ⭐
My initial thought would be to use automators instead for this. If you have conditions that meet the application of a scenario from a human standpoint, you can do everything (and more) via ticket automator that you can do in a scenario so just build it in there and no human required in the future since the “System” user wont be subject to the Ticket field requirements.
This would allow you to get around any “required when submitting form” options you have that toggled on, as well as business rules (unless you have the rule set to run at the system level of course). I am able to bulk update tickets to another group with no agent on my end, so assuming you have a field requirement that isnt getting met that you are running into.
The scenario is that agent see that 10 tickets has been routed wrongly and like to assign them to another group .
+9- Top Contributor ⭐
Ah; Bulk update works for me in my dev environment. If you are getting blocked, you must have a required field that isn’t getting filled in.
+14- Top Contributor ⭐
Ah; Bulk update works for me in my dev environment. If you are getting blocked, you must have a required field that isn’t getting filled in.
Try to assign 10 ticket to your self in a group.
Then using bulk update to assign all tickets to a group where you are not in.
If the ticket has no agent or agent are in both groups it works.
+9- Top Contributor ⭐
I see what you are hitting now. Via Bulk update requires agent assignment, despite us not having any agent assignment requirements (see below). I can assign the group via the Assigned to options in the WebUI to not have an agent no problem.
Additionally, the Assign to button when selecting tickets also prohibits the use of No agent. Odd that its possible via scenarios but not these two. I almost wonder if this is a bug more than a feature request? Either way threw the upvote up there. Sorry for the back and forth :)
+14- Top Contributor ⭐
I see what you are hitting now. Via Bulk update requires agent assignment, despite us not having any agent assignment requirements (see below). I can assign the group via the Assigned to options in the WebUI to not have an agent no problem.
Additionally, the Assign to button when selecting tickets also prohibits the use of No agent. Odd that its possible via scenarios but not these two. I almost wonder if this is a bug more than a feature request? Either way threw the upvote up there. Sorry for the back and forth :)
The answer the support gave was it’s not possible how it’s working now. Hence my post here :)
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