From the JSM perspective, it would be really great to have the option to avoid duplicate ticket creation by the agents/users for the same issue. This will certainly add value to the product as it will help in achieving quality in issue reporting.

Options that I can think of are(not limited to),

• Displaying a list of OPEN issues reported by the same user with the summary- this could help in preventing creation of duplicate tickets from same user
• While typing SUMMARY, match the keywords/errors and suggest if it is similar to an ongoing issue
• An option to add impacted customers to the same ticket rather than creating multiple tickets for the same incident