We have an on-premise version of Service Desk Plus.

We receive lots of duplicate alerts into our service desk plus instance via email. These alerts come from the same requestor.

I have an idea but not sure how to implement it within the system or if it's even possible.

When a new ticket is created from a specific requestor, query all open incidents to determine if there is already a ticket with a matching subject and description.

If there isn't already another open ticket with a matching subject and description then label a custom field as 'parent'.

If there is already another ticket with a matching subject and description then label a custom field as 'child' and link the new ticket to the original ticket. 

I can then create a filter to show only 'parent' records. This will hide all the duplicate alerts but still give me the ability to look at them if needs be. 

I'll appreciate all advice on this. Thanks a lot