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Assigned to field, Help Desk

in Help Desk 3 comments

Good morning!

We are seeing discrepancies with the assigned to field in the HelpDesk. There is a ticket where we updated the Assigned To field but it isn't reflecting on the Help Desk Landing page. The ticket was originally assigned to Chelsea and Chelsea reassigned to her direct report Lori. But as you can see below, the landing page is still showing Chelsea.

I checked Lori's configuration. Security roles, Setup & Maintenance space, and confirmed she is assigned the Help Desk Agent Resource Role under Manage Users. As far as I can tell, her profile is configured correctly.

Additionally, not sure if this is related or not. I have a ticket assigned to me, but when I open the Help Desk with the default "My Open HR Help Desk Requests" filter, it isn't pulling the ticket up for me:

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