Question

Assignee of Case Clearing Unexpectedly

Hello, has anyone encountered this? When a case is set to the "Waiting for Response" status and a reply is received, the case automatically gets moved to the "reopened" status and the assignee gets cleared and left as empty. 

Is this expected or standard functionality? or does this look like it could be a bug specific to custom coding in our system? Should I reach out to support regarding this?

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1 comments

Hello.

It is probably related to the system setting "Remove case assignee after case reopening" : http://prntscr.com/m5rvh7

You can read about it in the article:

https://academy.bpmonline.com/documents/service-enterprise/7-13/case-fa…

Best regards,

Matt

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