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.