gwynne Posted April 15, 2016 Share Posted April 15, 2016 Hello, Is it possible to lock or hide a email going through the process of raising of ticket if multiple people access the ticket at once duplicate jobs can be raised with the same info. G Link to comment Share on other sites More sharing options...
James Ainsworth Posted May 18, 2017 Share Posted May 18, 2017 Hi @gwynne I have come across this post and noticed that you have not had a response. I don't believe that there have been any changes in this area as of yet. I just wanted to check if this was still an issue for you? Regards, James Link to comment Share on other sites More sharing options...
m.vandun Posted May 19, 2017 Share Posted May 19, 2017 Hi @James Ainsworth, I would like to have this option as well. Regards, Mark Link to comment Share on other sites More sharing options...
gwynne Posted June 27, 2017 Author Share Posted June 27, 2017 Yes still an issue, as in some cases we create duplicate tickets as the email does not move till ticket creation. Alternative to locking the email while process if this is a tricky process to implement how about similar to Hotel website where it indicates some is currently viewing the ticket? Link to comment Share on other sites More sharing options...
HGrigsby Posted January 3, 2018 Share Posted January 3, 2018 Hi This is something that has been requested by our service desk too. Is there any update? Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 3, 2018 Share Posted January 3, 2018 Hi @HGrigsby Thanks for your post. One of the ideas that we are investigating is to have a check done when the 'Raise Request' button on the email is clicked on, which would check if someone else is currently raising a request with the same email and prevent you from continuing. We may also look into a check to see if a request has already been raised from the email to prevent further duplicates. There is nothing scheduled at the moment to provide this, but I would be interested know if you think this would fit your requirement. Regards, James Link to comment Share on other sites More sharing options...
HGrigsby Posted January 4, 2018 Share Posted January 4, 2018 Hi That does sound like it would help. We have a few people working on the email queue at the same time so anything that stops them logging the same calls would be helpful Helen Link to comment Share on other sites More sharing options...
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