Today, Auto Dispatch decides which tickets to dispatch mainly by ticket status, plus a few other filters. There’s no way to filter on whether a ticket already has an assigned resource, so a ticket that’s already assigned to someone still gets auto-dispatched if its status and other criteria match.

Request:

Add an Assignment filter to Auto Dispatch rules with these options:

Unassigned only

Assigned only

Any (current behavior, default)

Why it matters:

Prevents tickets that are already owned by a tech from being dispatched again or reassigned.

Cuts down on duplicate dispatches and confusion about who owns a ticket.

Allows admins to build cleaner rules, for example “dispatch only New, unassigned tickets,” without status workarounds.

Current workaround: None reliable. We have to rely on status changes, which don’t always match the actual assignment state.