can you check if an incident ticket is already ópen by someone else using onLoad rather than onSubmit to save unnecessary work during ticket triage

[pennypitstop]

Can anyone tell me if it is possible to check if an incident ticket is already ópen by someone else for instance by using onLoad rather than onSubmit to save unnecessary work during ticket triage . We have the Fuji version and I know there is an alert for when a ticket is being saved by the second person working on it (not recommended for Fuji ) but this is not very helpful as we don't want our staff wasting time on the same tickets- surely this is a common issue for Helpdesks, picking up tickets in a busy environment. Thanks in advance for any tips.

[Abdul Khan4]

Hi Mandy,

When you create incident and put short description field, system will fetch all related incident.

Please see the image below.

Best way is to trained   your Support people to search similar incident using ServiceNow list search before creating any new incident.

Regards

Abdul Khan

[pennypitstop]

Hi

Thanks for this bit this is not the purpose of this question. The tickets are already created on the ssp I want HD agents to know if someone else has already started to triage the ticket or just has it open.

Thanks

[Sheeba_Sriniva1 · Accepted solution]

Hi Mandy,

You can take a look at "Real time form updates" - Edit a form which is a product enhancement released in Geneva.

This might help.

Thanks

Sheeba Srinivasan

[pennypitstop]

Hi

Thanks for this I think this may be what I am looking for but we have Fuji installed has any found a way of getting this effect of being able to see if another user is viewing the same form before you opened it in Fuji.

Mandy