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  1. Jira Service Management Data Center
  2. JSDSERVER-433

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

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? 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.

              Unassigned Unassigned
              2522dee849df Gen Kallos
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                Created:
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