Due to the background processes in FocalScope, occasionally, seemingly unintentional reassignment of tickets can occur depending on which features are active on your FocalScope instance. This article details the most common causes of automatic reassignments and how to identify which feature is causing the behavior.
The ticketing options of folders have settings that can alter ticket assignment depending on a ticket's state or an agent's interaction with a ticket. To see if ticketing options that unassign / reassign tickets have indeed been configured, please do the following:
Figure 1 - Ticketing options
The way Ticket Queues and the queue timeout function work can lead supervisors and agents unaware of the activation of Ticket Queues feel as if ticket assignment is behaving unpredictably. To see if Ticket Queues, and especially the queue timeout, are enabled for the affected folder(s), please do the following: