Nevermind, I sorted this out modifying ~/osticket/upload/include/class.ticket.phpif someone is interested:### modified function transfer:2002 function transfer(TransferForm $form, &$errors, $alert=true) {### after the department was changed 2017 $this->dept_id = $dept->getId();### I added a line to relase the ticket:2018 $this->unassign(); ### here are the first 20 lines of the function2002 function transfer(TransferForm $form, &$errors, $alert=true) {2003 global $thisstaff, $cfg;20042005 // Check if staff can do the transfer2006 if (!$this->checkStaffPerm($thisstaff, Ticket:))2007 return false;20082009 $cdept = $this->getDept(); // Current department2010 $dept = $form->getDept(); // Target department2011 if (!$dept || !($dept instanceof Dept))2012 $errors = __('Department selection required');2013 elseif ($dept->getid() == $this->getDeptId())2014 $errors = sprintf(2015 __('%s already in the department'), __('Ticket'));2016 else {2017 $this->dept_id = $dept->getId();2018 $this->unassign(); //to release the ticket after department is changedenrico