When my company needs to assign a ticket to another department, but no specific agent in that department, how do they get it back to unassigned so that someone in that pool can grab it?Thanks,Jordan Austin
You have not provided us with enough information to assist you. Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.
OS: Softaculous Version : 4.7.7osTicket Version v1.9.14 (8b927a0) — Up to dateWeb Server Software ApacheMySQL Version 5.6.30PHP Version 5.5.35There are no logs to provide. How do you remove an assignment to a specific person so it sends to a bucket of people and waits on someone to grab it?
I do not beleive that version has that feature. It will be in 1.10 when released.I think that department managers can unassign tickets in that version though.
Okay,For now I created a fake agent called - UNASSIGNED - with a fake email address. Our employees can assign a ticket to that fake agent and it will look like it's not assigned to any particular person even though it is.
That sort of works. Although once the unassign feature actually exists you will want to note the agent_id#, delete the agent, and then edit the ost_ticket table and any ticket assigned to that id change to 0.