I do know our system admin made changes to the source code, but I don't know what all he changed.This is version 1.9.14.To be more specific: I am Tier 2 support. Tier 1 support's workflow is to go into unassigned tickets, ask some follow-up questions, and then assign the ticket to me. Even though the ticket is assigned to me, because they have sent a message to the user, Tier 1 will show up in the ticket list's Assigned To field.So, in the list, I see ticket #1 is assigned to Tier 1 Employee, and I click on the ticket. At the top of the ticket, the Assigned To field will be Abi Johnson/Tier 2 Department.