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Is there a way to notify if/when another agent is in a ticket?

Drew Angell

I have a very small team of myself and one other help desk agent.

We both answer tickets on an "as available" basis, and there are times when we're both sitting down working at the same time.

Is there a way to add some sort of a notice or a flag if/when somebody is already looking at a ticket so we can avoid the both of us responding to the same ticket at the same time?

Any information on this would be greatly appreciated. Thanks!

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Nic Brough -Adaptavist-

The obvious way to do it is to use "assign to me" as soon as you choose to say "hey, I'll get this one".

A lot of people (especially in larger teams of agents) will then also set permissions such that the assignee is the only person who can make most/all changes to it (even just "only the assignee can reassign"), so once you've grabbed one, the rest of your team get met with a "nope, you can't change this now, it's someone else's now" message if they try to update it.

Drew Angell

I appreciate the feedback, but that flow doesn't work well for me.

It's just me and one other person, and we really don't have a whole lot of tickets. The tickets we have usually aren't all that unique, either. Same sort of stuff that both of us can easily pick up where the other left off.

When I'm here ready to go I don't want to ignore customers just because their ticket isn't assigned to me, and I don't want my team member ignorning them just because they're assigned to me.

We can both help, so when we're here, I want to help. Our customers like this a lot better, too, because they get answers more quickly.

So, is there a way to do what I'm asking? It's a pretty standard feature in most other systems like this.

Chu Dam

Hi @Drew Angell

Is there a way to add some sort of a notice or a flag if/when somebody is already looking at a ticket so we can avoid the both of us responding to the same ticket at the same time?

Simply add a status in your workflow to show that someone is working on it... Something like "Taking into account" status or "Investigating" status so that other people will know that someone is working on it.

Then with a dedicated status you can build a dedicated queue in JSM and also statistics around this status like "Time in status". You will have a lot of benefits with a dedicated status.

It's a simple solution but you know sometimes, "the simpler, the better".

I hope it helps.

Cheers,
Dam.

Walter Buggenhout

HI @Drew Angell ,

Both suggestions by @Nic Brough -Adaptavist- and @Chu Dam are perfectly feasible approaches, from a technical perspective. Either by assigning a ticket or by changing a status or even a combination of both: the tools give you options to indicate that someone is working on it. I believe that's what you asked for 🤗.

In the end it all boils down to communication. If you are only 2 people and manage a limited number of tickets, make an agreement between you two on how you are going to avoid working on the same ticket. It seems that just talking might help, but making it visible in the tool is quite practical too, especially if your team were to grow in the future.

Updating the status of a ticket or setting the assignee has the additional benefit that both can be used as a trigger to track SLA's or over time monitor how you're doing.

On a last note: updating the assignee on a ticket just indicates "who is currently responsible" for it. Nothing stops you from clearing that or handing it over to your colleague when you're no longer on call. It just creates clarity in a very easy to track fashion.

Hope this helps!

Drew Angell

Thanks. This sounds like I could work with it if I can use Automation. I don't see anything under Automation like "When an issue is being edited" or "being viewed"..??

Do you know of an Automation trigger I can use to set the status to "Investigating" when somebody is viewing it in their browser?

Drew Angell

Thanks for the feedback. I'll just have to open my mind a bit and make one of these options work.

Nic Brough -Adaptavist-

Jira doesn't actually care if someone looks at an issue (and it can be hard to define "looking" - open directly in the issue view, sure, but what if the issue appears in a search in the issue navigator, or on a board, or in a roadmap? All places where someone could be "using" it and jump off to change it)

Basically, you'll need to amend an issue when one of you is saying "I'll get this one". Assignee is a good choice for a lot of cases, but it's not the only option, and it can be automated (as can other options). An obvious one is when an issue is picked up by an agent, they'll move it from "to do" to "in progress". You could automatically set the assignee to "current user" when someone does that. Assignee also has the advantage of making reporting easy. "Show me the open stuff I've got assigned" is a doddle, but doesn't stop you looking at just "show me all the open stuff"

Drew Angell

Thanks, this is helpful, but can you point me to which Automation trigger would allow me to adjust the status when the issue ticket is viewed? I'm not seeing how I would automate the switch from Open to In Progress, for example..??

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