Can I stop customers from creating a new ticket?

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.

 

2 answers

0 votes
Joe Pitt Community Champion Jul 25, 2017

If you have more than one or two customers like that you may have a problem with your process to update users or tickets. Anything you would match on they will figure it out and circumvent it.  When I was doing support we had a requirement to update every issue at least once a week if it was only to say something like 'no update', 'waiting on customer information', etc. 

So you mean to say that it's better to configure a "schedule" rule... 

0 votes

Hi,

I had this requirement, what we do:

  1. agree with the business users the criteria to consider a ticket as a duplicate
  2. 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

Joe Pitt Community Champion Jul 25, 2017

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

Gaston Valente Community Champion Jul 25, 2017

Joe,

With scriptrunner for cloud you can

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