Default Assignee Unassigned Oddity

Question

Hello,

I recently became an admin of our Service Desk project and have been making some changes to improve the efficiency of the Help Desk teams operations in JSD.  I changed the default assignee from the Project Lead who was getting buried in tickets to Unassigned and that is working.  However, when ever an Agent or Admin in the project creates a ticket (aka Raises an Issue) and assigns to themselves the ticket still ends up being set as Unassigned.

Any idea how I can have regular submissions from Reporters/Customers come in as Unassigned but tickets created by Agents or Admins be correctly assigned to themselves?

Thanks!

Ali Ansari · Answer

I'm having the same issue. I've dried the following steps with no success.

1. Opened the workflow associated with the Create Issue transition.

2. Clicked on the transition.

3. Clicked on the Post Functions tab.

I only see the post functions below. Nothing about assignee getting overwritten.

I also checked the Project settings. There are no automations either. @Tanya Gordon can you help?

Shawn McBreen · Answer

@Tanya Gordon

Where would be the best places to check for the "post function"?

Could you provide me with the key places to look for this?  Our project is basically an "out-the-box" state such to say the previous admins haven't put much effort into customizing it, so it should be easier to weed through.

Thanks for your help :-)

Shawn McBreen · Answer

Hi Tanya,

Could you provide me with the key places to look for this?  Our setup was basically out-the-box so not much had been configured in the past, so should be easier to weed through.

Thanks for your help :-)