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why does a ticket get automatically assigned to the agent

Rachel May 6, 2024

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,

2 answers

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James Shaffer
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May 6, 2024

Did you check if the Default assignee is set? It's under Project settings.

Rachel May 7, 2024

Default assignee is set to unassigned. so it's not that

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Dan Breyen
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May 6, 2024

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.

 

 

Rachel May 6, 2024

Hi Dan,

No our project doesn't use components. 

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