Refresh of Queues shows calls already actioned

Carla Castanheira

Anyone else having the following issue since 21st Oct 2020

When I complete or move a call to another group the call will disappear off the queue but when the page automatically refreshes the call is back in the queue.

Reload the page and the call disappears from the Queue

Velizar Borisov

Hey Carla. 

I would check the filter criteria of the Queue along with the history of the ticket. It is possible somewhere to have an automation rule set, which will not allow you to make the change.

For example - you want to close a ticket, but there is a validation in the workflow to forbid the closure if there are linked Bugs. You close the ticket (and you don't expect to see it anymore) but it comes back to your queue.

Hope that helps,
Velizar.