Esther Alvarez

Change  status to assigned when editing a ticket

Discussion created by Esther Alvarez on Jan 20, 2016

Hi all,

There are a few posts with this subject but I didn't find any to explain this situation:

-A new ticket is received

-Open the ticket and edit

-Assign to an agent or -Me-

-Save changes and close the ticket

On the list this ticket still appears as "New" instead of "Assigned". I know this works fine when the ticket is assigned on the incident lists, but in my opinion it should do it when you open the ticket and assign.

Also, when I create a ticket from "New incident" it will assign to me but will not update the status to ?"Assigned"?.

Apologies if this has already been replied in another post.

Thank you.