Is there a way to force a ticket to start/get assigned to an agent if we put a comment in a ticket? I thought this was happening in my previous district, but it’s equally likely I was just in the habit of hitting “start” every single time.
Solved
Force ticket start when adding a comment?
Best answer by AMeyer Greendale Schools
“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. 🤷🏻
+18I 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?
+18+18Let's get this reported to support, and they will escalate as needed. Just add this link and tag me so I can follow. Thanks!
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!
Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
+18+1811842 - following up with our Dev team
12224 - you are not the only district reporting this and I have an eye on this one already.
“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.
Alyssa Meyer - Tech Lady, Superhero & Guru (depending on who you ask)
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