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Reclassify sends the ticket back to Support I

  • 1.  Reclassify sends the ticket back to Support I

    Posted Jul 07, 2010 11:46 PM
    Tested in MR1 and MR2, a ticket was assigned to a Tech, when the Tech reclassify the ticket, the process assigns it back to Support 1.

    Has anyone had this issue too?


  • 2.  RE: Reclassify sends the ticket back to Support I
    Best Answer

    Posted Jul 08, 2010 03:03 PM
    We have noticed the same thing in all our MR2 installations. When using reclassify within a ticket, the Routing rules workflow will be called. If you have no rules set up the ticket will be assigned back to the default group.

    To solve this you can disable a component that sets assignments in the reclassify workflow (next to the end component).

    Calle Hultqvist
    //Zitac Consulting


  • 3.  RE: Reclassify sends the ticket back to Support I

    Posted Jul 08, 2010 06:10 PM
    That works!