I have a problem with duplicate ticket creation, there should be a way to set Service Desk so that if a ticket comes in with the same subject and from the same person of an already open ticket that it wont create a new one.

 

I.e. i have a monitoring system that mails the helpdesk once a day of servers with low hard drive space, if the ticket isn't resolved during that day, the next day a 2nd ticket gets created with the same description etc when the system should be smart enough to realize it is a duplicate of an existing ticket.

 

We also have an issue where users use a rule instead of Outlook Out of Office to reply to email, when this happens the SD starts creating a new ticket every minute since it creates a ticket, mails the user, who's rule then replies back to the SD which then creates another ticket.  I have to stop mail fetching, go into the SD mailbox and delete the mail to get the circle to stop.

 

Help !