2
Tickets transferred back to Queue when email is recieved
Problem reported by Justin Anderson - August 29, 2014 at 2:39 AM
Not A Problem
Event Date	Description	Details	User
8/28/2014 6:00 PM	Ticket Transferred	[Internal System], Email	[Internal System]
8/28/2014 6:00 PM	Ticket Message In	redacted@blah.com, Email	[Internal System]
8/28/2014 6:00 PM	Ticket Status Changed	Active, Email	[Internal System]
8/28/2014 4:53 PM	Ticket Message Out	redacted@blah.com, Web Interface	redacted@blah.com
8/28/2014 4:53 PM	Ticket Status Changed	Waiting, Normal, Web Interface	redacted@blah.com
8/28/2014 4:11 PM	Ticket Transferred	redacted@blah.com, Web Interface	redacted@blah.com
8/28/2014 4:08 PM	Ticket Transferred	[Internal System], Email	[Internal System]
8/28/2014 4:08 PM	Ticket Message In		Integration
8/28/2014 4:06 PM	Ticket Message Out	redacted@blah.com, Active, Normal, Web Interface	redacted@blah.com
8/28/2014 4:05 PM	Ticket Transferred	redacted@blah.com, Web Interface	redacted@blah.com
8/28/2014 4:04 PM	Ticket Message In	redacted@blah.com	Integration
8/28/2014 4:04 PM	Ticket Status Changed		Integration
8/28/2014 4:04 PM	Ticket Created	[Internal System], MSM iSite Support, Support Level 1, Active, Normal	Integration
In the events above, you can see that the email came in, it changed the status, wrote the message and then transferred it to the queue.  Why would it remove it from the current tech assignment?

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Lance Rasmussen Replied
September 13, 2014 at 11:07 PM
We've been having similar issues.  Instead of a response going back to the agent it goes back to the cue, when then requires an extra step to transfer the ticket to that agent.
4
Phillip Adkins Replied
September 16, 2014 at 6:01 PM
Justin and Lance,
 
I think I may be able to help.  I noticed this with a few of my guys after we created some extra offices.
 
From the main Smartertrack screen, in the top right corner, you'll see a green tag that says "Available."  It will be red if it reads "Unavailable."
 
If you click that and follow the drop-down menu and click on "Active Groups" you'll see that some (or all) of the Groups do not have Tickets checked for the Agents in question.  Smartertrack uses these checkboxes to indicate whether an Agent is available for that particular group.
 
If an Agent is not available (as indicated by this check mark) to handle tickets for that particular group, the system sends the ticket back to the queue so another "available" Agent can handle.
 
This happened to my team after we created some extra groups (which are broken down by office location for us).  After checking the boxes, the desired behavior was achieved.
 
Hope this helps!

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