Relationship change in a ticket to a new support group takes up to 20 minutes
We've had a lot of analysts lately complaining about not having rights to save a ticket they had been assigned to via support group. I started to dig deeper into this issue and figured out the following:
- ticket gets created by the helpdesk; they insert the information, then select the correct support group and save the ticket
- support group gets mail notification almost immediately about a new ticket being assigned to them
- the relationship change to the support group with an Add, visible in history tab, takes place in between 90 sec and about 17 minutes
As long as this relationship change hasn't occured, a person from this respective support group is not able to save anything in the ticket. They can edit, but Save won't work. Some of the support groups work pretty fast and would like to solve the ticket as fast as possible, but they're not able to do so. Other groups haven't had this issue yet, they usually do not open a new ticket within 30 minutes. It mostly depends on the amount of tickets they get. Incidents and Service Requests both show the same issue.
What causes the issue for the relationship change taking between a couple of seconds and almost 20 minutes? All support groups are affected, we have 20 different groups. I've configured queues for each of the support groups to limit the incidents to each of the support groups. The only criteria in such a queue is the "Support Group equals xxxx". Service Requests all use a single queue.
Does anybody know this behavior and has a solution or workaround? Some of the analysts do understand the problem, others won't accept it. Thanks for your help.