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I have the following problem. Sorry, I am working with a German version, I hope the terms are understandable. I tried to find the correct terms in the english help page, but I failed…The 'Release?' (German ‚Freigeben’) command from the queue view no longer clears the last assignee's (agent? ‚Bearbeiter’) information (as I understand from the manual, the 'last modified by' ? field (Letzter Bearbeiter) is cleared and the owner is set to the queue owner. Right?) Instead, it sets the queue owner (workerid) as both the owner and the agent/ assignee. This was different until recently, when something on the system was changed. The last agent information was cleared totally before. Because the workerid is assigned, several requests in our team have gone unprocessed, as we need to work in the overall queue view to maintain an overview of all requests and optimally distribute available requests. We didn’t realize these items were released/free to grab . How can we clear the assignee's information so that it's empty in the queue view? Thank you for any advice. We are a team with rotating members, so the solution needs to be simple and intuitive.
And another question: is this behavior that the last agent/assignee isn’t cleared correct? I ask myself what’s the point of the clearing- command (‚Freigeben’) when the system is taking over both the assignee and the owner. The column can be cleared when we are routing the item in to another queue and back. But that’s quite roundabout. Our admin had to change the system view to set a special view for us which shows these items as released (workerid view). But this view doesn’t work in the overall view of the queue we use.
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