I think I might be missing something simple. How can the person who requested the ticket(ticket owner) see which agent is assigned to their ticket?
In the Staff/Faculty view below, the "Your contact is" field is blank. The ticket requestor can only know who is assigned to the ticket through the ticket activity once the agent adds an action. I've looked through permissions and site settings but found nothing related to this issue.
How are you assigning the tickets? If the ticket is not automatically assigned via rules, the contact will not automatically appear. If you are assigning that ticket via rules, I will need to dig into this further.
Currently, we have a hybrid setup. Assignment rules are applied to specific ticket categories and issue types. So, if an agent is manually assigned to a ticket, the requester will not see the designated agent's name as the contact.
Does that explanation help?
I created a ticket within an issue category that has rules applied. The rule triggered for the ticket and assigned to an agent, but the "your contact is" section is blank for the test user account.
Thank you for the update.
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