A few months ago, a new queue Service Desk Level 1.5 (Prod Use) was created for our team. This queue was intended for senior team members to review and vet tickets before they are assigned to 2nd line support. Initially, everything worked as expected, and we were able to resolve tickets from this queue without any issues.
However, on June 19th, we noticed a problem: when a ticket is assigned to the Service Desk Level 1.5 queue and we attempt to resolve it using the Resolve FTF option, the assignment group automatically reverts to Service Desk.
Any ideas as to what is causing this?
