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See who's viewing a ticket

Hi, has anyone found a way to see if others are currently viewing a ticket (add an icon to a list)? or indicate that a ticket is claimed? a lot of my coworkers find themselves working on eachother's tickets.  Thanks! 

2 comments

Hi,

with "claim" I assume you refer to the assignee:

Claimed issues: Search for: assignee IS NOT EMPTY

or the other way: Unclaimed issued: Search for: assignee IS EMPTY

For a certain user: assignee = "USERNAME"

With "viewing" I assume you refer to "watcher"s of an issue:

Issues being "viewed": Search for: watcher IS NOT EMPTY

or issues not being viewed: Search for: watcher IS EMPTY

Best

JP

Thanks for your reply! Where do I search for these phrases? 

or what privileges are needed for non-admins to access this search function? 

I'd like to add to this. Other ticketing systems have a feature that allows you to see if other service agents are currently viewing a ticket. In a high churn system, sometimes going solely off of who a ticket is assigned to is not efficient.

A viewing feature would be helpful for avoiding multiple agents working on the same ticket, as OP mentioned.

Does Jira Service Desk have any similar feature (or a Marketplace plugin)?

Deleted user Sep 21, 2020

Hi Alex, it looks like Jira Cloud currently has one, so I'm sure there is potential for Jira Service Desk to obtain something similar.

https://marketplace.atlassian.com/apps/1211596/whos-looking-for-jira-cloud?hosting=cloud&tab=overview

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