• Assigning supporter on new ticket does not work properly

    By csh bell 2 decades ago

    In !!HELP!! 1.5.3 (Notes 7.0.2, Win32), when a new ticket is begun and a supporter is chosen, the supporter is not properly attached to the ticket. Process:



    1) Open new ticket

    2) Fill in name, module, problem description, and choose supporter

    3) Click Save



    Subsequently, an e-mail is sent to requestor, and supporter name shows up in the supporter field, but the ticket does not appear under that user's Active Tickets, and clicking the Ticket button within the ticket shows 'Assign Ticket' instead of 'Reassign Ticket.'



    Once 'Assign Ticket' is clicked, a 2nd e-mail to both requestor and submitter is sent and the ticket is finally assigned to the supporter and shows up in their active tickets.



    This generates unnecessary e-mail and adds unnecessary steps. Expected behavior:



    1) Open new ticket

    2) Fill in name, module, problem description, and choose supporter

    3) Click Save

    4) One e-mail is sent to requestor and supporter and ticket shows up in supporter's Active Tickets.