See who's viewing a ticket

[Aram Schwartz]

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! 

[JP _AC Bielefeld Leader_]

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

[Aram Schwartz]

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

[Aram Schwartz]

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

[Alex Herbach]

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]

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