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Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Tue Aug 13, 2024 2:27 am
by mr_iagow
Is it possible to disable the auto-assignment function when tickets are opened and when responses are made? I have already configured all categories and users to prevent automatic assignment, but I'm still experiencing this issue where tickets are auto-assigned both at the time of opening and when users respond within the categories.
Re: Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Tue Aug 13, 2024 4:35 am
by Klemen
You can turn Auto-assign off globally in Admin panel > Settings > Help desk > find "Auto-assign tickets" under "Features", turn it off and save changes.
Re: Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Thu Aug 15, 2024 7:33 pm
by mr_iagow
It’s not working for me. In my Hesk, this feature is disabled. This is the first thing I do when the system is installed. The feature is off; however, when I open tickets, the flag remains checked.
Re: Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Thu Aug 15, 2024 7:52 pm
by Klemen
Could you show a screenshot of your issue so we avoid any confusion?
Re: Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Thu Aug 15, 2024 8:08 pm
by mr_iagow
Dear,
follow the link for the screenshot (Hesk SYSTEM feature :
https://drive.google.com/file/d/1G7H0Qz ... mwaeY/view
Re: Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Fri Aug 16, 2024 7:13 am
by Klemen
I don't have permission to see it; I've sent a request to add permission.
Re: Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Fri Aug 16, 2024 10:16 am
by mr_iagow
Please, try see the screenshot now.
Re: Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Fri Aug 16, 2024 10:44 am
by Klemen
That's the screenshot of the setting; I don't understand what the issue iteself is, could you send a screenshot of the issue please?
Re: Issue with Disabling Auto-Assignment on Ticket Opening and User Responses
Posted: Mon Aug 19, 2024 1:21 pm
by mr_iagow
Sr Klemen, I managed to adjust the system code to not wait for automatic, for some reason, the screen showed that it would not occur, but it was still assigning. But now it works, thanks for the support