7 Replies Latest reply on Mar 23, 2018 3:12 PM by Motaz

    Lock Incidents

    Rookie

      Does anyone know of a way to lock and incident when another analyst has it open?  We have a situation where I work where one group of people take the calls and create the incidents and another group works them out of a pool.  We contently run into the problem where 2 people will grab the same incident and start working it.  In past helpdesk software there has been a way to lock the incident and/or notify the second person that opens the incident that it is currently opened by another user.  Any suggestions?