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.
Hi,
I had this requirement, what we do:
but.. there's a lot of ways to handle this
He's in the cloud. Does it support listeners?
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Joe,
With scriptrunner for cloud you can
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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.
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So you mean to say that it's better to configure a "schedule" rule...
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