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  1. Jira Service Management Cloud
  2. JSDCLOUD-433

Auto-refresh and/or warn user if the ticket has changed

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Our Service Desk team uses a "pull" model meaning the entire Service Desk team monitors a queue for work and then pulls work to themselves by clicking the "Assign to me" button.

      However, if person A clicks "Assign to me", and person B had that issue open, person B isn't aware that person A took the ticket so they will click "Assign to me" and then the ticket will move from A to B. Instead, we would prefer the screen to auto-refresh and/or person B get a warning that "the ticket has changed since you loaded the information" so that this does not happen.

      Auto-refresh would also enable the SLA timers to be correctly updated if the user has the issue open for a little while.

      Workaround

      Consider using Dashboard. The Filter Results gadget has an Update every 15 minutes option.

          Form Name

            [JSDCLOUD-433] Auto-refresh and/or warn user if the ticket has changed

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              2239430e27fb Ahmud Auleear
              2522dee849df Gen Kallos
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                Created:
                Updated: