We have an Incident process which when a call come in from the portal it is assigned to the Service Desk for triage. This is done by a decision at the start of the process 'IS call portal' and creates the Incident template. (example below)
For the last month or so for some reason for random calls the process is ignored and the call is assigned to the end user logging the call and thus we loose site of the call.
I have checked each user that this has happened to and cannot see any glaring issues and when getting them to log another call it works so stumped to find a solution on this one.