Prevent Duplicate Tickets by Disabling Double Click

Forum|Forum|1 year ago
March 18, 2025
13 replies
204 views

Sometimes, while creating an incident, users accidentally multi-click the "Open a ticket " button, resulting in multiple duplicate tickets being generated. To prevent this, can we implement a functionality that disables the button after the first click or prevents multiple submissions? This would help avoid duplicate ticket creation.

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A

Ajay ChikaneAuthor

New Participant

Hello All,

Preventing Duplicate Tickets Created via Bot – Workaround Using Business Rule

To avoid multiple duplicate tickets being generated via the bot, we implemented a workaround in our ticketing tool using a Business Rule.

Prevent Duplicate Incident Creation:
Use the following attributes to identify a duplicate ticket:

Created within 10 minutes
Caller
Short Description
Description
Opened by

If all these attributes match, the Business Rule prevents the creation of a new ticket and avoids duplication.

This has helped reduce noise and keep our incident queue cleaner.
Hope this helps others facing a similar issue!

S

sagarika

Community Manager

1. New→4. Future Consideration

S

sagarika

Community Manager

Will continue to place this Idea in Future Consideration to collect interest.

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