Within a Ticket, the Assign to Agent and Assign to Team actions are not visible in the Responsive UI.
Reproducing the Issue
- Go to the Service work centre.
- Select the Tickets view.
- Open Ticket ABC (ABC represents the Ticket ID).
- Select the Actions button
- Assign to Agent and Assign to Team actions are not visible.
This is the standard system behaviour.
The Assign to Agent and Assign to Team actions are replaced to be edited in the fields directly. The reason for this is improve usability and reduce the number of clicks. The RUI client is mainly used on mobile devices and hence the experience is catered towards that and is different from the HTML5 client.
KBA , SRD-CC , Cross Components , How To