Change assignee to Not Set when creating an Incident via Email

Hi FrankHere if right now its assigning directly to you then there is an assignment rule somewhere that is doing it. There are multiple places this can be taking place:

• Setup - Service Desk - Categories (default assignee on category, subcategory, and or in the default assignment options on the bottom of the page)
• Automation Rules
• Setup - Account - Organization & Sites (site and department default assignee)

See if you are listed in any of those places. The best practice would be to not have it sit in a Not Set state but to have the ticket put into a queue. If the ticket gets put into a queue then all members can be alerted and someone from the queue will assign it to themselves. Queues also support round robin assignment if you want it to auto assign to the next person. Queues

Hope that helps!

Thank you! The Organization and Sites was the issue. I had myself set to the Default Assignee within the Department section. I appreciate it.

You're welcome! Great to hear it was a quick find!