In Stat 5.8 a "feature" was implemented that defaults the assigned user to the queue owner. I am not sure what business process this was intended to address, but it is causing problems at our site. What happens far too often is a CSR gets saved with the assigned user being the defaulted queue owner, and the person who was working on the CSR then loses the ability to edit it further without getting the queue owner to reassign it back to them. Previously if someone neglected to choose an assigned user, they would be unable to save the CSR until they did so, so there was no way to accidentally assign a CSR to someone else and lose control of the CSR. To make it worse, there are even cases where the person editing the CSR selects the person who should be assigned the CSR and after doing further edits and saving it they find that the assigned user was changed back to the queue owner instead of the user they previously chose.
The argument for this feature, from what I understand, is that it eliminated the need to choose someone from the dropdown in the case where the queue owner is always the desired person to be assigned the CSR. I don't see it as a burden to have to choose a user myself. Other fields on the CSR that could also have a default chosen automatically do not work that way at present. For instance, there is no default workflow, no default customer, no default application, no default priority, etc. etc. I'm sure some site could make a case that any one of those fields in their installation should have some default value because they always use that particular one (or only have one choice) but that does not mean the rest of us would prefer to have a default choice made for us.
Perhaps this default user "feature" is of value to some sites, but it is a complete change to the way Stat has operated for the last ten years at least. If this change is here to stay, then those of us who would prefer to always choose an assigned user (or said another way, to never have the system choose default a user for us) should be able to turn that default assignment off. Providing a simple checkbox in the general settings for Stat to prevent the default assignment to the queue owner seems to be quite easy to implement and would give us the choice as to whether we want to have a default assigned. Please either give us a way to opt out, or, change it back to the way it was before.
