Agent Collision / Ticket Incursion

Christopher Lavoie

Can Jira Service Management prevent agent collision with tickets?

My previous employer used BMC Footprints.  When another agent was already in an open ticket, if I tried to open the ticket I would get a message box pop up saying "Ticket is in used by [other agent].  Would you like to open this ticket in read-only?"  This is currently not available in my Jira project. 

Is this something that can be turned on in project settings?  If not, is there an app that can be added onto Jira Service Management to enable this feature?

Nic Brough -Adaptavist-

There is a real problem of collision, but locking issues is a terrible solution to it.

Jira doesn't attempt that particular bodge because there are a lot of ways of looking at and editing issues.  If you locked people out just because someone else was looking at an issue in a view where they might change it, you'd lock out entire swathes of issues, pretty much permanently, and your people would spend 99% of their day asking Bob to stop looking at an issue so Charlie can edit it.

The ideal solution is to train your agents to only edit or transition issues when they are assigned to themselves.  

Jira has much less of a problem with it though.  Despite having loads of ways of looking and editing, most are instant, so there's no problem.  

The exception is the edit screen, and to a lesser extent, when you use a "transition screen" in workflows.  These are screens that people can hold open in a browser while they make a lot of changes that they then commit. 

To help with that, there's a nice little app called "who's looking", written by Atlassian, and currently being converted to a Forge app.   It's free, and I don't know if it might even be installed on Cloud systems by default.  It just pops up a list of people who have the browser open on the edit page for an issue.