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10/07/2019 76 views

When I am looking at an existing ticket there is a menu option in the upper left. One of the choices in the menu is Duplicate Ticket. I would like to remove that option for my users. I cannot determine where this list is derived from. Is this something that I have to get Personal Services involved in? Thanks for the help.

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You cannot remove this, since this is a "open ticket" option.

From a long time user of different CRM systems I love such functions:
- One issue - one ticket should be clear (for tracking reasons, visibility of the work of the users etc)
- someone reports multiple issues in one, so you can duplicate and change the new tickets for faster work

An example which I always hated due to systems which hadn't this option:
a customer reported 20 failed hard drives and needed new ones. 20 tickets have to be made. If you have this option, this is handled in 1hr else you need a full work day...

I am not sure if Professional Services can remove this feature.

Answered 10/08/2019 by: Nico_K
Red Belt