Tickets - Ticket - Resolve: With assigned solver group but not a solver - Wrong solver group can be re-assigned
This article is about product releases
ALVAO Service Desk 11.1 and higher
Symptoms
If a solver that resolved this ticket is a member of already assigned solver group, this solver group remains on the ticket.
There is a chance that this solver group will be removed or different solver group from the service will be assigned instead.
Cause
The cause is a bug in ALVAO products.
Solution
Fix planned for release 26.1 Patch (code freeze 2026-02-16; 2026-03-12)
Workaround
Before resolving ticket, firstly take it as a solver (Self assign) and after that resolve that ticket.
Steps to reproduce this behavior
Ticket has assigned solver group, but not assigned solver.
Some solver from this solver group wants to resolve this ticket.
Expectation: Solver is assigned and solver group remains.
Reality: There is a chance that current solver group will be removed.
Attachments
Issue number
T191408ALVAO