Our district has our copy machines send alerts for paper jams and supply needs as tickets via email. The biggest problem we have run into is that if a second paper jam occurs minutes after the first, that a second duplicate ticket is registered. Is there a rule that could prevent this?
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Duplicate Tickets Created Automatically From Email with Rules
+2Best answer by GWeiland_IIQ
+18I have a few questions for you. Is this only when they submit tickets via email?
When those tickets are created, do you want the copy machine tickets always to reflect as submitted?
What would be your ideal workflow for this?
+18+2I’m not sure how I missed this for 8 months!
When the tickets are created, we typically have them assigned to a particular agent (the person whose office/classroom is closest to the machine in question)
We often end up with tons of tickets for the same issue because of repeated emails. Ideally, we would be able to prevent creation of a ticket if one is already open for a particular issue.
+7Hi
Currently there isn’t a way to prevent users from submitting tickets for the same issue but you do have the option as an agent to work tickets in bulk or resolve as duplicate tickets.
+2Hi
Currently there isn’t a way to prevent users from submitting tickets for the same issue but you do have the option as an agent to work tickets in bulk or resolve as duplicate tickets.
Doesn’t the “Duplicate Tickets” button create additional copies of tickets?
+7
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