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4. Future Consideration

Duplicate Incidents created by Users

  • September 13, 2024
  • 4 replies
  • 81 views
R
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I’m sure we’ve all run into this where we have impatient users who have already submitted an Incident regarding an issue and because they didn’t hear back instantly create another Incident, possibly a third, in hopes that it goes to the top of the list and gets addressed instantly.

The idea would be that as the user is creating an Incident through the bot, it could read the unresolved Incidents for that user and if what they are asking matches it can either prompt if it’s the same as the Incident that’s currently unresolved and if they click yes then it provides them the ability to update that Incident rather than create a new one, or provide other information to resolve their issue if it’s not the same. Hopefully preventing them from creating multiple Incidents for the same issue.

4 replies

kyril.remillard
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1. New→4. Future Consideration
kyril.remillard
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Thank you for submitting your Product Idea. We understand this is not currently supported and we appreciate your feedback. Please keep up to date with our latest release notes here.

We encourage other community members to thumbs up and comment on this idea. These signals help us determine what kind of features are popular amongst our users as we continue to build and improve our product.

D
  • DayneZ
  • New Participant
  • March 14, 2025

Hi Ramon,

Thank you for bringing up this important topic. We've been facing similar challenges at RBFCU with users submitting duplicate tickets for ongoing issues. We agree that presenting users with a list of their current open tickets and asking if any of them are for the same issue they're reporting is a great approach, and had the same idea ourselves.

Additionally, we have considered a backup solution:

  • Master Incident Awareness: Have the Moveworks bot be aware of any ongoing Master Incidents (incidents declared as widespread with more than three reports) and warn users if they are reporting a duplicate of that Master Incident. However, this would require the bot to be updated in real-time about ongoing issues which may be difficult to implement. Additionally, some duplicates are not linked to Master Incidents but are related to intermittent issues that require management reports.

Looking forward to seeing if we can get something implemented to resolve this!

    Indrashis
    • Indrashis
    • Employee
    • September 3, 2025

    Thank you everyone with your valuable input. Reducing duplicate incidents is a significant pain-point, and we appreciate the detailed thought you've both put into potential solutions.

    This Product Idea will remain under consideration as we plan our product roadmap for the next six months.

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