Can I stop customers from creating a new ticket?

[Sammaël Morgenstern]

Can I stop customers from creating a new ticket if they already have a previous ticket which is open? (with the same request type, or summary, or whatever? I use Service Desk Cloud

I have customers creating 100 tickets for the same issue when they get desperate when not receiving resolution.

Thank you for your response.

[Gaston Valente]

Hi,

I had this requirement, what we do:

1. agree with the business users the criteria to consider a ticket as a duplicate
2. apply that criteria in a script listener that listens to the creation event of an issue and then transition the new issue as a subtask of the open issue and close it.

but.. there's a lot of ways to handle this

[Joe Pitt]

He's in the cloud. Does it support listeners?

[Gaston Valente]

Joe,

With scriptrunner for cloud you can

[Joe Pitt]

If you have more than one or two customers like that you may have a problem with your process to update users or tickets. Anything you would match on they will figure it out and circumvent it.  When I was doing support we had a requirement to update every issue at least once a week if it was only to say something like 'no update', 'waiting on customer information', etc. 

[Sammaël Morgenstern]

So you mean to say that it's better to configure a "schedule" rule...