# Unexpected change of the person in charge in the ticket
# Symptoms

An uncontrolled change of the Responsible in the ticket occurs. In the event audit, it is visible that the automation is forcibly rewriting the person in charge of the request after someone has been assigned.

# Solution

To solve the problem, it is necessary to check the auto-assignment settings for the person in charge of the request in **Settings > User Settings > User**. If auto-assignment is disabled, the ticket balancer may redistribute the ticket to another employee.

There are two options to avoid this:

1.  Block the ticket for yourself using the lock icon next to the name of the person in charge
    ![](https://support.swarmica.com/attachments/j/l/jl7xMzlrFPMl9HuW_a/image.png)
2.  Enable auto-assignment in user settings (but then new tickets will also be assigned to him according to the auto-assignment rules)

# Cause

The problem arose because the auto-assignment was turned off for the person in charge of the request. The ticket balancer checks whether the ticket is assigned to a person with auto-assignment turned off and whether it is not blocked by the person in charge. If these conditions are met, the ticket is redistributed. This is done so that other agents can continue working on requests if the employee responsible for them falls ill or goes on vacation.