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Current ticket team-assignee behavior (pre-migration, CRM Teams)

Context​

Giovanni Massimiliano (Jovi) asked Zhelia Alifa, Gregorius Hendry, and Maulana Ghozi Humama how a CRM ticket's assignee_team_name gets populated, after observing it stayed empty on a ticket he assigned to himself even though his account is registered to a team. This clarifies current (still CRM-Teams-based, not-yet-unified) behavior relevant to the Qontak One Team migration.

Notes​

  • Giovanni tested via GET /internal/qontak/crm/v1/tickets (assignee_team_name field) after creating a ticket and assigning it to Nugraha Ramadhan, expecting the team to auto-populate from the assignee's team.
  • In CRM today, a ticket only has an assignee field — Giovanni's assumption was that team_assignee would automatically refer to the assignee's team.
  • Zhelia reproduced the issue and shared a repro recording (jam.dev link).
  • Zhelia clarified: this still uses the CRM team model, not the unified team model yet — so the expected data source is crm_teams, not a per-user team lookup.
  • Giovanni confirmed his understanding afterward: assignee resolves straight to that assignee's (CRM) team.

Decisions / changes​

None — this is current-state clarification, not a change. It documents the CRM-Teams-based behavior (crm_teams as source) that the Qontak One Team migration is intended to replace with unified Launchpad USMAN teams.

Follow-ups​

None recorded in this thread.