Infos:
- Used Zammad version: Zammad version 6.5.0-1750744147.bf43fc31.noble
- Used Zammad installation type: package
- Operating system: ubuntu
- Browser + version: firefox but not relevant in this case
The issue:
I’m looking for a way to let an agent reassing a ticket to whomever was the previous owner without the need to know who it was and assign it manually, eg via a macro or trigger but it seems to me that this workflow is not supported, am I correct?
The request I’m trying to implement has this scenario: support L1 escalates a ticket to support L2, support L2 links the relevant KB and reassign the ticket to L1. instead of simply reassign to the L1 group, the request is to reassign to the specific user that escalated the ticket in the first place