Does a Service Desk case need to have an assignee?

Question

Upon receiving a case from the Service Desk, I would like to have the case not assigned to anyone but instead sitting in a queue for an agent to pickup.  This type of allocation will be self-service by the agent.  I can only find details related to how to have automatic assignees upon submission of a case but I am looking for the opposite.

I have already tried going to: ProjectName -> Project Settings -> Details...and setting the Default Assignee to "Unassigned" but this appears to not have any impact.  When I change the Project Lead's name in this section, this definitively changes who the case is the assignee.  I am not sure if there is a way to remove the Project Lead from the Details section or if I need to create a "group" user like "support" and have the cases automatically assigned to that user so individuals can then go in a take from the queue.  Help please!

jim_nighswander · Answer

Interestingly enough the global configuration of "allow unassigned issues" is turned on AND the Default Assignee = Unassigned.  However, whenever a new case is submitted, it is still being automatically assigned to the Project lead as per the Project Settings -> Details page.  As an alternate approach, I created a generic support user and assigned the support@ email address to that user.  When I changed the Project lead (Project Settings -> Details) to the generic support user, when a case was submitted the generic support user became the default Assignee.  Not necessarily optimal but a good work around approach.  The help desk team then pulls cases cases from the generic support user and reassigns.

Nic Brough -Adaptavist- · Answer

Changing the project's lead does not change the assignee of issues, so I am a bit confused by the question. But I'll take a shot.

An issue does not need to have an assignee, unless you have turned off "allow unassigned issues" in the global configuration.

To change the settings for a default (not required, just default) assignee, check the project settings from "default = project lead / component lead / particular person" to "default = unassigned"