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Default assignee keeps on going to project lead instead of 'unassigned'

Decupere & Partners IT Team

During setup I set the default assignee of my project to the project lead.

In production I wanted the default assignee to be 'unassigned'.

However after changing the new tickets keep on going to the project lead/sys administrator.

Any suggestions? The roles have been set correctly, the system allows issues to be unassigned.

Accepted answers

Decupere & Partners IT Team

Hi, yes i changed that already.

The strange thing is: when I set the default assignee to the other Administrator, tickets keep on going to the user 'IT Team'

When I set it as in the printscreen underneah, tickets also still get assigned to 'IT Team'-user.

All comments

Olga Videc

Hello @Decupere & Partners IT Team ,

Have you edited your users and roles -> Default Assignee to Unassigned

Decupere & Partners IT Team

Hi, yes i changed that already.

The strange thing is: when I set the default assignee to the other Administrator, tickets keep on going to the user 'IT Team'

When I set it as in the printscreen underneah, tickets also still get assigned to 'IT Team'-user.

Decupere & Partners IT Team

I just noticed that in the 'requests types' , my request has a hidden field 'assignee'. This one is set to the IT-team user.

However I can't change the default value to 'unassigned'.

Decupere & Partners IT Team

I fixed it by removing the hidden field.

Olga Videc

Hello,

Just tried that,

You must enter a preset value for a hidden field so what it says this field cant be empty I can choose unassigned from the drop-down menu, but if you don't need it remove it.

Also, the reason you might not be able to do that is because of permission check the permissions and check if you have:

are you added to the group which is added to or are you added as a single user to service desk team role, aider way you need service desk team role and you also need Transition issue permission