[solved] Tickets lose their assigned agent

Technical assistance
1

Good Morning Zammad-Community!

i have question and hope for some interesting informations.

Infos:

Important:
If you are a Zammad Support or hosted customer and experience a technical issue, please refer to: support@zammad.com using your zammad-hostname / or company contract.

  • Used Zammad version: 2.7.x
  • Used Zammad installation source: (source, package, …) package
  • Operating system: Debian GNU/Linux 9
  • Browser + version: any browser

Expected behavior:

New tickets are assigned to an employee and this assignment should be preserved or passed on to another employee.

Actual behavior:

The assigned tickets lose their assigned agent after a certain time. Then I assign the editors again and again this assignment is lost.

Steps to reproduce the behavior:

Wait a while and the allocation of tickets is lost.

2

This sounds like “ASSIGNMENT TIMEOUT” function that you can set in groups.
If you leave that empty you should be fine.

Other wise it could be a scheduler.

If those two points werent it, please provide a screenshot of the ticket history of an affected ticket.

3

Hey MrGeneration,
greate thanks for your answer.

I think the point "ASSIGNMENT TIMEOUT” is the right solution here.

Ticket can be closed.

1 Like
4

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