We are seeing similar behavior that is not what we expected either.
The 3 Options added to the reopening of calls
- Assign to Officer/Group on Template
- Assign to Officer Sending Email
- Assign to Default Logging Officer
do not seem to change the behavior of how calls are reopened.
We use Partitions so are seeing the calls being reopened in the wrong partition as customers(Officers of Partition A E.g. HR) send the email to Partition B(E.g. IT), when the call from Partition B is reopened by the customer (Officer in Partition A)it is assigned the Customer(Officer in Partition A) in Partition A.
We too are on v9.1.5/Oracle DB and have not been able to test this in v9.1.6.
We have a call open with Support and they have just given us this explanation which I will go back now and question whether the functionality works
When a call is reopened from the Email (or the main app) the ownership and partition should belong to the person opening the call. If the person is in multiple partitions and one of these partitions match the call in its current state, then the call's partition won't change. If the person is not in any partition that matches the call's partition then it should get set as the person's default partition. This happens due to the setting in admin to change on action.
When the email reopens the call the owner is set and the forward recipient is assigned. The call (like in full app) won't change partitions until the recipient actions the call if the admin setting is on.
The intent is to not own something until it is actioned by someone with the correct securities.