When an agent cherry picks a ticket from the queue it doesn't leave the queue
Question asked by Mike Kauspedas - November 5, 2014 at 8:45 AM
Answered
We have our agents setup to cherry pick from the queue. When an agent takes a ticket the ticket remains in the queue as active. How can we prevent this? 
 
It's possible it is due to our setup. We have one department with three groups. Would it leave the queue if we had 3 departments? I assumed when an agent takes a ticket it would leave the queue and go into "my tickets" and that way other agents wouldn't see the ticket. 

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Nevermind, I didn't realize that managers see the global queue. It does remove the ticket from the active queue. 
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Von-Austin See Replied
Employee Post
Mike,
 
I just setup a test installation of SmarterTrack 10.3 and configured a department with three groups. I then submitted a few tickets and was able to pull them from the queue and they are then placed within the 'My Tickets' section for the agent. 
 
This doesn't appear to be a bug within the software, but may be related to something environment specific. If this issue only surfaced after performing an update, I would strongly recommend performing an uninstall of SmarterTrack from add\remove programs and then perform a reinstall with the latest installer from our website.
 
If this randomly started to happen within your environment I would recommend opening a support ticket with us so we can work with you to review your environment and get the issue resolved.
Von See
Technical Support Supervisor
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Von-Austin See Replied
Employee Post
Mike, glad you were able to get this figured out ! Have a great day.
Von See
Technical Support Supervisor
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Thanks, sorry to add extra work to your day.

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