Hi Daniel, Thank you for your suggestion. I think in our case we need to review our processes as we sometimes have the issue, that a new Incident was logged with a new Task and saved. At the same the front desk Agent takes another phone call and is logging another Incident while another agent starts to work on the original Incident without taking ownership. I think your advice solves our process issue.
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Glad it helped you, also keep in mind that an analyst should always start by checking if the caller has any open ticket (that is my fight right now here...) so it should see that someone already opened a ticket for the same issue (even if there is still no owner for it)