I went through the documentation very carefully and set up each part of my RSTickets. I have all departments set to automatic assignment. I just tested the component by creating a new ticket by an unregistered user. I logged into the front end with my staff user assigned to the department for which the ticket was submitted. I expected to see this new ticket under "my tickets" but it was not there. I had to click on the tickets tab, then I clicked "show all tickets" and it appears. Under the staff column, it says unassigned.

Why?

PS - Where is the option to subscribe to threads I post?

Okay, I am trying to help you.

When viewing the new ticket it is not available under "My ticket", because it is not YOU that you have added the ticket, but the unregistered user did. The ticket from the unregistered user is indeed available in "Tickets".

When you have assigned the ticket to your name and you log in at the frontend under your own name, the ticket would appear in "My tickets". (Have you set the Assign option to your name and clicked the "Update button" below the subject field??)

I hope this helps you.

Maybe I am misunderstanding something then. From the RSTickets guide:

Ticket assignment type: The static option means that tickets will be unassigned when they arrive. This way, staff members can select which tickets they can respond to, or an administrator can manually assign tickets to staff members. The automatic option assigns tickets as they arrive to staff members, load balanced. This means that a staff member with the least amount of open tickets assigned will more likely be automatically assigned. If there are no staff members, no tickets are assigned.

I, as an unregistered user, submitted a ticket. The email notification came to the address I specified so I logged in the front end as the one (and only) staff member and expected to see the ticket under "my tickets" as I thought it was "automatically" supposed to be "assigned" to a staff member when it comes in.

What am I missing here?

Where did you find that ticket assignment type option??

I have looked for it in the configuration, but I did not find it.

Hello,

I think that some confusions have emerged. Please DO NOT confuse the "Unassigned" department and the fact that a ticket is no assigned to a staff member ( unassigned ).

Upon adding a ticket via the Cron this automatically added to the configured department ( Components > RStickets > Configuration > Email > New tickets are assigned to this department ). Please also note that you can customize the display filters. For example you can add a default search that includes all opened tickets for your Tickets tab.

Hi Alex,
I need to clarify. I wasn't talking about adding a ticket via email/cron. I acted as if I were a normal user who was submitting a ticket through the front end of RSTickets. I have a department called Product Questions, which I selected when submitting the ticket. In the department config, I set ticket assignment type to automatic which means, according to the documentation, that the ticket should automatically get assigned to a staff member.

However, when I log in as a staff person in the front end, I click "my tickets" because I expect to see that ticket assigned to me, it isn't there. To see the ticket, I had to click on the tickets tab, then I clicked "show all tickets" and it appears. Under the staff column, it says unassigned.

Please make sure that the staff member that you have logged in is listed as a staff for that particular department. Note that the auto-assigning option is configurable per department.

Hi Alex,
Yes I checked that and see that the staff member is assigned to all the departments I created, including the one I opened a test ticket for.

By all indications, when the ticket assignment type is set to automatic for a department, if a person opens a ticket via the component, that ticket should automatically get assigned to a staff member who is listed to that department.

Thus the ticket should appear under "my tickets" for that staff member. This is not the case. Try on your end and see?

Since they're going to be gone on holiday, can someone else answer my question? Is this a bug or am I doing something wrong?

Note that this turned out to be a missconfiguration on dax's RStickets installation.