why does a ticket get automatically assigned to the agent

Rachel_he606x

When a helpdesk agent submits a ticket via mail, the ticket get automatically assigned to them. The ticket should just arrive in our "unassigned" que.

There is no automation that triggers this and it only happens when an agent of the project submits a ticket.

Question is: Why? and how can i change it back? this used to work before,

Dan Breyen

Hi @Rachel does your JSM Project use components?  If so, that could be another way that tickets are getting assigned.

My Service Requests are assigned a component, and with JSM (Jira) you can use a 'Default Assignee' for each component.  So when that component is selected, the Service Request automatically gets assigned to someone.  You could look at your Components in Project Settings and see if there is a Default Assignee assigned to it.

Hope that helps.