#1328: Responsible party not assigned in several tickets
Отредактирована: сегодняSymptoms
Auto-assignment is not working in several tickets. No responsible party is assigned.
Solution
To solve the problem with assigning responsibilities in tickets, you need to add an auto-assignment rule for the source channel:
- Go to the 'Settings' section.
- Select 'Auto-assignment of requests'.
- Add a rule and select the source channel in the conditions.
- Determine which group and who these tickets will be assigned to.
- Save the rule and drag it to the left active column.
Rules are applied from top to bottom. If a ticket falls under one of the rules, the others will NOT be applied further.
You can always see which rules have been applied to a ticket by opening the 'Events' tab inside it.
Cause
Incorrectly set conditions in auto-assignment rules. For example, the source channel is not set.