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Ticket Request De-Dup

Procedures Definition > Ticket Request De-Dup

A Ticket Request De-Dup procedure compares a ticket request with existing tickets to determine if the ticket request is a duplicate. If a ticket request is a duplicate of existing tickets, the ticket request is canceled.

Ticket requests are created from either inbound emails or system events, such as alarm conditions. Incoming Email and Alarm Settings and linked service desk procedures determine how ticket requests are processed into tickets, what service desks are used to create the tickets, and whether ticket requests are canceled.

Note: See the Tests for Duplicate Requests command for details on comparing a ticket request with existing tickets. This IF command is only available in a Ticket Request De-Dup procedure.

Note: See Receipt Property Variables for a list of property variables that apply to ticket requests.