Can I stop customers from creating a new ticket?

Question

Can I stop customers from creating a new ticket if they already have a previous ticket which is open? (with the same request type, or summary, or whatever? I use Service Desk Cloud

I have customers creating 100 tickets for the same issue when they get desperate when not receiving resolution.

Thank you for your response.

Gaston Valente_dzz4x1 · Answer

Joe,

With scriptrunner for cloud you can

Joe Pitt · Answer

He's in the cloud. Does it support listeners?

Gaston Valente_dzz4x1 · Answer

Hi,

I had this requirement, what we do:

* agree with the business users the criteria to consider a ticket as a duplicate
* apply that criteria in a script listener that listens to the creation event of an issue and then transition the new issue as a subtask of the open issue and close it.

but.. there's a lot of ways to handle this