Mike Hillman Posted December 9, 2021 Share Posted December 9, 2021 We've just started noticing an issue on all tickets where when the ticket is opened they are showing as being assigned to the analyst who opens the ticket, even though the ticket isn't actually assigned to anyone and has no owner Has anyone else noticed this issue? 1 Link to comment Share on other sites More sharing options...
nasimg Posted December 9, 2021 Share Posted December 9, 2021 Yes I saw this but assumed it was a glitch - maybe related to the Supporting Teams issue (Services show all team now). Link to comment Share on other sites More sharing options...
Mike Hillman Posted December 9, 2021 Author Share Posted December 9, 2021 3 minutes ago, nasimg said: Yes I saw this but assumed it was a glitch - maybe related to the Supporting Teams issue (Services show all team now). Yes just spotted the Supporting Teams issue - I'm guessing they're related Link to comment Share on other sites More sharing options...
Victor Posted December 9, 2021 Share Posted December 9, 2021 We are investigating the issue. We have no indication at this point that the "supporting teams" issue and this one are related. Link to comment Share on other sites More sharing options...
AndyHill Posted December 9, 2021 Share Posted December 9, 2021 Our analysts can not assign calls to themselves as the Window prepopulates their name with the assign button greyed out. If they remove and readd their own name it remains greyed out. They can assign to other analysts without issue. Link to comment Share on other sites More sharing options...
Josh Bridgens Posted December 9, 2021 Share Posted December 9, 2021 Can also confirm this is affecting us. Link to comment Share on other sites More sharing options...
JoanneG Posted December 9, 2021 Share Posted December 9, 2021 Good Morning, we are also having the same issue... Link to comment Share on other sites More sharing options...
AlexOnTheHill Posted December 9, 2021 Share Posted December 9, 2021 We are also experiencing the exact same issue. Our temporary workaround has been to assign to someone else then reassign back to yourself however that seems to only work within the same team. I have tried this with assigning to a different team and get "cannot assign to same team/analyst" Link to comment Share on other sites More sharing options...
Victor Posted December 9, 2021 Share Posted December 9, 2021 All instances will be affected by this issue. As mentioned in the message posted on top of this thread, the issue is being looked into. Will come back with more information as soon as I have any. 1 3 Link to comment Share on other sites More sharing options...
Salman Posted December 9, 2021 Share Posted December 9, 2021 Good morning, We're seeing the same issue as well. Link to comment Share on other sites More sharing options...
Mark (ESC) Posted December 9, 2021 Share Posted December 9, 2021 We are having the same issue, agent who creates the ticket, assigns it to another team, but they stay assigned to the ticket themselves. Ticket is assigned to an agent not in that Team, and that agent is the agent who initially created the ticket as pushed to another team. Because of this ticket seems locked to others in that assigned Team and they cannot assign to themselves. Hope that makes sense. Seems only admin users can assign the ticket correctly. Link to comment Share on other sites More sharing options...
John C Posted December 9, 2021 Share Posted December 9, 2021 Can also confirm this is affecting us. Link to comment Share on other sites More sharing options...
HGrigsby Posted December 9, 2021 Share Posted December 9, 2021 We are affected too Link to comment Share on other sites More sharing options...
Deen Posted December 9, 2021 Share Posted December 9, 2021 All, we have pushed out a fix for this, it would be worth flushing your browser cache then checking to see if this remains a problem. 1 Link to comment Share on other sites More sharing options...
Mike Hillman Posted December 9, 2021 Author Share Posted December 9, 2021 1 minute ago, Deen said: All, we have pushed out a fix for this, it would be worth flushing your browser cache then checking to see if this remains a problem. Thanks - We'd just noticed that everything seemed to be working correctly again, we're just testing Link to comment Share on other sites More sharing options...
AlexOnTheHill Posted December 9, 2021 Share Posted December 9, 2021 After a force refresh I am still seeing this issue, testing continues with colleagues Link to comment Share on other sites More sharing options...
Mike Hillman Posted December 9, 2021 Author Share Posted December 9, 2021 1 minute ago, Mike Hillman said: Thanks - We'd just noticed that everything seemed to be working correctly again, we're just testing Yep, all looking good Link to comment Share on other sites More sharing options...
AlexOnTheHill Posted December 9, 2021 Share Posted December 9, 2021 7 minutes ago, AlexOnTheHill said: After a force refresh I am still seeing this issue, testing continues with colleagues After assigning to a different team I was then able to assign to myself/colleagues/another team. Colleagues are now reporting things appear to be ok. Link to comment Share on other sites More sharing options...
Sam P Posted December 9, 2021 Share Posted December 9, 2021 Affecting us despite refresh Link to comment Share on other sites More sharing options...
Alberto M Posted December 9, 2021 Share Posted December 9, 2021 Yes. Creating a mess around here. Link to comment Share on other sites More sharing options...
Deen Posted December 9, 2021 Share Posted December 9, 2021 @Sam P Have you completely flushed your browser cache? you should not be seeing the problem after that. Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted December 9, 2021 Share Posted December 9, 2021 Still seeing this issue on our instance - i have had several staff clear the cache in browser and reload but still seeing the same issue Thanks Link to comment Share on other sites More sharing options...
Sam P Posted December 9, 2021 Share Posted December 9, 2021 @Deen yes full flush still an issue Link to comment Share on other sites More sharing options...
John C Posted December 9, 2021 Share Posted December 9, 2021 still an isssue Link to comment Share on other sites More sharing options...
Smurfy Posted December 9, 2021 Share Posted December 9, 2021 This is affecting us too Link to comment Share on other sites More sharing options...
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