why does a ticket get automatically assigned to the agent

[Rachel]

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,

[James Shaffer]

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

[Rachel]

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

[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.

[Rachel]

Hi Dan,

No our project doesn't use components.