@AMeyer Greendale Schools Thank you for submitting your question to our community!

I just want to confirm your workflow here. Do you want the agent to comment on the ticket, and does that comment trigger the start of the ticket being assigned to that agent? 

@Kathryn Carter Ideally, yes. I’ve observed today that if I add a comment and check the “waiting on requestor” option, the ticket starts but doesn’t assign to me. That feels incorrect?

@AMeyer Greendale Schools , that also feels incorrect to me. Let me look into this for you. 

@Kathryn Carter thank you! According to iiQ support we had indexing issues a few weeks ago that were supposed to be corrected… not sure if that could be related?

@AMeyer Greendale Schools Alright, so I replicated this in 2 of our test sites, and it looks like this could be a bug since it started the SLA, and it looks like they started the ticket but did not start it. 

Let's get this reported to support, and they will escalate as needed. Just add this link and tag me so I can follow. Thanks! 

@Kathryn Carter it’s ticket 12335  linked here

We’ve got a few tickets that have been open for a week or more with no word on fixes, too. Good to hear you could replicate it!

@AMeyer Greendale Schools What are those other ticket numbers and I will follow up? 

@Kathryn Carter 11842 - related to errors creating users in iiQ from a Google SSO sync and 12224, related to assets not populating in tickets when we click on “select asset”

@AMeyer Greendale Schools 

11842 - following up with our Dev team

12224 - you are not the only district reporting this and I have an eye on this one already. 

@Kathryn Carter The below is what support shared with me about my ticketing question (iiQ ticket# 12335)

“Thank you for your patience! Just commenting on the ticket, or manually changing the status, is not supposed to auto-assign the ticket. You would need to start the ticket to auto assign to you.”

I replied with: “So, adding the comment and using the "change to waiting on requestor" toggle is triggering the ticket to start. However, the ticket does NOT get assigned to the agent who made the comment. Is that working as intended? (Greendale) Ticket 12385 did not assign the ticket to me, even though the ticket started & the SLA timer stopped.”

Feels incorrect that the SLA would register that the ticket has left the “submitted” state without assigning it to the agent. 

Support said the status change shouldn’t be assigning the ticket to the agent, which feels like incorrect behavior. Off to put an idea in the exchange I suppose!

And to go down the Rules rabbit hole to see if I can do anything myself.