How to stop duplicate tickets being created?
We 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 already open ticket that it wont create a new one.
In fact, we are facing a trouble that we tried to create a request ticket via email as a test. When the requester sent a email to email address of ServiceDesk plus, the ticket would be created automatically, but, the same ticket was constantly being created and now the tickets raised to 4000! It wont never stop until we closed the email fetching configuration. And this status would reappear when we opened the email fetching configuration in ServiceDesk plus. We also tried to shut down ServiceDesk plus application in server, but this symptom still appeared after ServiceDesk plus application was restarted.
Please help, thank you