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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 when Service Desk receives a request to create a ticket. Ticket requests are based on either an inbound email or system event, such as alarm conditions. Incoming Email 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.

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.