If a request is unassigned and someone touches the ticket (edits, updates, etc.) the ticket is auto-assigned to them unless that person assigned the ticket during the edit.

 

For example:

 

Scenario 1.

E-mail comes in and goes to a group

Request is edited by John Doe.

System auto-assigns ticket to John Doe since he touched it.

 

Scenario 2.

E-mail comes in and goes to a group

Request is edited by John Doe.

John Doe assigns ticket to Tier 3.

System does not auto-assign because John Doe already assigned it in his edit.