[Bug] Ticket doesn't want to go away from me!

[g00fy]

I have a ticket which loves me sooooo much it sticks in my bucket. Even when I say "move to support" (both link & dropdown), it stays with me...

[joegeck]

To be honest I'm not exactly sure I understand the problem. As of the latest build (499) any ticket assigned to me I can move to a different bucket, say Dispatch to Support. Now it does stay assigned to me but it is technically in the other bucket. Normally you need to actually click 'surrender' under "more options" to actually drop it from yourself and put it back in the unassigned pool.

I think the confusion may lie in the way Overview lists the ticket groups. If you move an assigned ticket to a new group the sidebar column won't show that a new ticket has been placed into the other group in the Unassigned section. May not be the most intuitive up front but it makes sense given how assigned tickets work.

[g00fy]

Sorry Joe,

Dan already explained in another thread. Basically it was if you reply, but if you -like me- go back to the previous page, it's lost and it will keep being assigned to you.
So that's the case here...

The surrender worked for me, but the "move to support" did not (little bit counterintuitive that one because I see it as 2 seperate buckets, so I expect "move to support" also to "surrender") [I am a member of "Support"].


Greetz

[joegeck]

No biggie, glad it's resolved.

[g00fy]

I wouldn't call it "resolved" ;-), just "explained".
But as Dan said, there is no really good way to resolve it because of the nature of how the HTTP protocol works...

What I was thinking of is for example if after 5 minutes, and taking an "auto-assignment-on-reply", you are found surfing the rest of the site --> release the auto-assignment. Problem with that is that I sometimes open up a reply, and go searching for other tickets. So I do surf the site, but I'm still working on the reply.

Another possibility is to do like GMail: save it within "Drafts" (and make it as such visible to every worker). Then if it sticks in Drafts, you can just release it from there. Like that it's not really assigned to anyone, but if someone else wants to reply on the message, they see that it's already being replied to by someone. (for example save in Drafts & link it to the replying worker?)

Not 100% perfect though...