Locking ticket when be raised from email

[gwynne]

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

[James Ainsworth]

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

[m.vandun]

Hi @James Ainsworth,

I would like to have this option as well.

Regards,

Mark

[gwynne]

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?

[HGrigsby]

Hi

This is something that has  been requested by our service desk too.   Is there any update?

 

 

 

[James Ainsworth]

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

[HGrigsby]

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