Scenario:

3 departments in a single environment:

A-B-C agents from department 1

D-E-F agents from department 2

G-H agents from department 3

Since we've been using Zohodesk (2023), agents can assign tickets to the correct department using the blueprint flow, which is configured to verify that the ticket was escalated or descalated correctly (i.e., assigned to an agent of correct department). Since this morning, any ticket assignment to an agent of another department, even if assigned correctly, reports the error that the agent is not from that department and does not proceed with the assignment.

Example: If A assigns agent E to department 2, the system records an error saying that E is not from department 2 (and so on with all possible combinations).

What could I check?

I'll specify that no one has touched anything, and that the agents are indeed assigned to the correct departments.