Title: Agent Assignment Predictability
Last modified: August 22, 2016

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# Agent Assignment Predictability

 *  Resolved [Nick Haskins](https://wordpress.org/support/users/nphaskins/)
 * (@nphaskins)
 * [11 years, 4 months ago](https://wordpress.org/support/topic/agent-assignment-predictability/)
 * Great plugin guys. We were looking forward to using this as a method of support.
   However, the auto-assignment of tickets led us to find another solution for now.
 * We have a number of super admins in our MU install, and it’s pulling the super
   with the less tickets and auto-assigning.
 * This isn’t ideal. We have one person that is in charge of support, and I just
   need to assign that person as the default assignee. I do see an option to choose
   the default assignee, but that doesn’t work because the auto-assign is choosing
   the person with the less tickets.
 * I tried to filter the available agent with ‘wpas_find_available_agent and passing
   a user id as the first param and that isn’t working either.
 * In the end I think we’ll come back to this again at a later point in time, but
   the issue above prevented us from using this for real.
 * [https://wordpress.org/plugins/awesome-support/](https://wordpress.org/plugins/awesome-support/)

Viewing 4 replies - 1 through 4 (of 4 total)

 *  Plugin Author [julien731](https://wordpress.org/support/users/julien731/)
 * (@julien731)
 * [11 years, 4 months ago](https://wordpress.org/support/topic/agent-assignment-predictability/#post-5754908)
 * Hi Nick,
 * Weird that `wpas_find_available_agent` doesn’t work. I’ll check this out. What
   I did is I added a new constant `WPAS_DISABLE_AUTO_ASSIGN`. If this constant 
   is defined and is `true`, then the default agent will be used for all assignments(
   see [7fb1f52](https://github.com/ThemeAvenue/Awesome-Support/commit/7fb1f52ec24158de9b8f92b5258b949f489aa7d5)).
 * This will be pushed with version 3.1.3 and it should be coming in the upcoming
   days.
 *  [quickfox](https://wordpress.org/support/users/quickfox/)
 * (@quickfox)
 * [11 years, 3 months ago](https://wordpress.org/support/topic/agent-assignment-predictability/#post-5754984)
 * Hi Julien,
    Any progress on this? I’m having the same problem as Nick. I looked
   at the code and it’s almost identical to what you have in your example, but it’s
   still not assigning new tickets to the default assignee. Is there a way to change
   this, manually or otherwise? It’s important to our client that all tickets go
   through their administrator before being assigned to individual agents, so I 
   need to find a way to turn off the auto-assign.
 * The current code in my file is as follows:
 * function wpas_find_agent( $ticket_id = false ) {
 *  if ( defined( ‘WPAS_DISABLE_AUTO_ASSIGN’ ) && true === WPAS_DISABLE_AUTO_ASSIGN){
   
   return apply_filters( ‘wpas_find_available_agent’, wpas_get_option( ‘assignee_default’),
   $ticket_id ); }
 *  Plugin Author [julien731](https://wordpress.org/support/users/julien731/)
 * (@julien731)
 * [11 years, 3 months ago](https://wordpress.org/support/topic/agent-assignment-predictability/#post-5754985)
 * So, first of all, you made me realize there was a bug in the agent lookup function.
   I just fixed that. It’s not related to your problem though.
 * I have just ran a lot of tests and using the constant works fine on my side. 
   Could you please try adding it in your `wp-config.php` file directly as follows:
 *     ```
       define( 'WPAS_DISABLE_AUTO_ASSIGN', true );
       ```
   
 *  [quickfox](https://wordpress.org/support/users/quickfox/)
 * (@quickfox)
 * [11 years, 3 months ago](https://wordpress.org/support/topic/agent-assignment-predictability/#post-5754986)
 * Works like a charm!

Viewing 4 replies - 1 through 4 (of 4 total)

The topic ‘Agent Assignment Predictability’ is closed to new replies.

 * ![](https://ps.w.org/awesome-support/assets/icon-256x256.png?rev=1849681)
 * [Awesome Support - WordPress HelpDesk & Support Plugin](https://wordpress.org/plugins/awesome-support/)
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 * 4 replies
 * 3 participants
 * Last reply from: [quickfox](https://wordpress.org/support/users/quickfox/)
 * Last activity: [11 years, 3 months ago](https://wordpress.org/support/topic/agent-assignment-predictability/#post-5754986)
 * Status: resolved