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These fields were set to Course Technologies (John S Udall). Oliver noticed ticket not showing up in his queue. But he's leaving it as-is for this ticket because next action still with John Udall.
Notes from John Udall, at CIT (as FYI)
9/5/13
When you change ownership of a ticket to another "Assigned Group" in Remedy, it can (and often does) change the from/reply-to address.
There are a couple of options for working with this functionality --
1.) If you assign a ticket to one of the teams in Academic Technologies (for example Course Technologies), then you can request that they re-assign the ticket back to ChemIT (Is that -- Assigned Group = Cornell University - IT > A&S > Chemistry ?), once the ticket is complete. Then you can close the loop with the customer.
2.) Where things get tricky is if both groups (Academic Technologies, and ChemIT) are communicating with the customer from within the ticket via Remedy Email while the ticket is being worked. (This is the scenario we are seeing with INC000000895224.) When this occurs, we each have to be careful to look at the from/reply-to address when emailing from within Remedy. The from/reply-to address will depend on which group owns the ticket at the time. Functionally, it doesn't matter, because it all goes to Remedy, and is keyed off the Incident number. But the goal, I think, is to avoid confusing the customer.
I don't think that this is inconsistent with what you were saying in your email & Remedy tips in Confluence. It just calls out that, a.) if you want Academic Technologies to re-assign tickets back to ChemIT in Remedy when we are done with them, so that you can follow-up, we can do that. But you will have to ask us to do that each time / for each ticket. And b.) if we are going back-and-forth with a customer, then we both need to be careful about where the emails are saying that they are coming from.
One thing that I haven't tested is who can reply to a ticket via email, and expect to have response forwarded to the customer automatically by Remedy. I think that also depends on which person is assigned to the ticket at the time. This might be worth testing at some point.
It's worth mentioning that Academic Technologies has only been using Remedy since January, 2013. We are still shaking out our business processes around its use. Some units of CIT have been using Remedy much longer, and may have other business processes in place. So, I'm not sure you can generalize beyond tips about the behavior of the Remedy application itself (which in some cases, may have different configurations, and therefore different behaviors, from group to group).