We've had some issues when it comes to viewing reports, agents are assigning tickets in the queue and bypassing rules that have been set in place that force agents to fill out fields like Category and Environment.
This ticket was assigned to Josh within the queue and is missing fields that we want to be filled out. Is there a way to notify the agent they can't make changes within the queue and have to within the ticket to assign or change the status.
Thanks for bringing this to our notice. We were able to recreate the issue in the Staging environment and Developers confirmed the Flaw in behavior. We will work with the Engineering team and will have this resolved over the upcoming releases and will keep you posted.
Thank you for your reply. Much appreciated.