Ticket assigned to user, but not disappearing from Unassigned queue

[Chris]

I've had it reported and demonstrated to me that for a specific user, when assigning a ticket to that user, the ticket does not disappear from the Unassigned queue. If we assign the same ticket to another user, the ticket will disappear from the Unassigned queue. I'm guessing that it has to be group or permissions based, but I'm curious to know if anyone else has encountered this and has some advice?

Thanks!

[Jack Brickey · Accepted solution]

Can you edit the unassigned queue and look at the underlined JQL? Also is there anything unique about this user?

[Chris]

I'll have a look and then get back to you. Thanks!

[Chris]

What I discovered was that there were three specific users added to the underlying JQL on the queue, and this user was not one of them. I didn't recognize this because the email addresses were of course (now I know) turned into an alphanumeric string. I've now added this user to the query and all is well. Thank you for the insight and have a great weekend!

[Jack Brickey]

Yes you need to be real careful with your JQL in your cues being too specific invariably they will break. Unsure in this case why you need to specify agents in your queue.

[Chris]

I inherited this configuration, so I didn't set any of this up myself. It seems over complex, I agree.