Ticket created as unassigned - issue with auto-assignment

[heskuser123]

Hello,

I would like to use automatic ticket routing, but even not for all categories.
My problem is that when creating tickets, auto-assignment is suggested even for categories where no routing is set up.
The ticket will then be created as unassigned.

Has this issue been resolved in versions newer than 3.4.3, or is there another solution?

Thank you for any tips!

Kind regards,
Tim

[Klemen]

I'm afraid I don't understand the question.

You can turn auto-assign on/off:

1. globally, in Hesk admin panel > Settings > Help desk > Auto-assign tickets
2. for each category, when creating/editing categories in Hesk admin panel > Categories
3. for individual users in Hesk admin panel > Team

And yes, if auto-assign is off, tickets are submitted as unassigned. No changes have been made to this logic for quite a while, definitely none from 3.4.3

[heskuser123]

Thank you for your reply!

I want to give an example to show my problem:
- auto-assign is globally activated and every user can choose it
- auto-assign is activated for the categories "Support" and "Billig" but not for "General"
- Now I´m creating a new ticket categorized as "General" and choose "Auto-Assign". The ticket will be created as unassigned. It would be better not having the choice to use auto-assign for such categories.

Thank you for any tips.

[Klemen]

I see what you mean; this looks like a bug indeed.

I don't have a quick solution for this, but we'll fix it in the next release.

[Klemen]

On second though, you can just:

1. backup your existing files
2. open file /admin/admin_submit_ticket.php in a powerful text editor, such as Notepad++
3. delete this line of code:

Code: Select all

$hesk_settings['autoassign'] = false;

[heskuser123]

Thank you for your response.

I tested the "Auto-Assign" functionality again in version 3.5.1, and it still does not work as I had requested.

Before the fix:
- "Auto-Assign" is enabled for the categories "Support" and "Billig" but not for "General."
- When creating a new ticket categorized as "General" and selecting "Auto-Assign," the ticket is created as unassigned.

After the fix:
- "Auto-Assign" is enabled for the categories "Support" and "Billig" but not for "General."
- When creating a new ticket categorized as "General" and selecting "Auto-Assign," the ticket is now randomly assigned to an operator.

My request:
- "Auto-Assign" is enabled for the categories "Support" and "Billig" but not for "General."
- When creating a new ticket categorized as "General", the option to "Auto-Assign" should not be available.

Thank you very much for your assistance.

[Klemen]

This is the desired behavior in most cases.

The staff has the option to auto-assign the ticket. It's not the default option, but it is an option.

If you would like to completely remove it, you will need to modify the source code logic to do that.