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New ticket auto-assignment & default state

Posted: Thursday, May 13, 2021 3:00:56 PM(UTC)
Adam Poole

Adam Poole

Member Original PosterPosts: 3
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Hi folks,

At present, when an agent manually creates a ticket in the helpdesk, it automatically assigns that ticket to them - the creator.

Is there any way to prevent this behaviour - so manually created tickets are unassigned, either by default or by a choice/dropdown on the ticket creation page?

Also - is it possible to choose the initial State of the ticket, from the ticket creation page - not by setting a default, but by a dropdown box?

Thanks in advance!
Brandon
#1Brandon Member Posts: 169  
posted: 5/13/2021 5:21:31 PM(UTC)
Under configuration -> Help Desk Settings -> Auto Assign. There is a setting for Auto Assign to Creator. Uncheck it.

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