Issue with editing ticket by two technicians at the same time

Hello,

We are faced with the issue, then two technicians are able to edit and assign the same request at the same time.

Here is the scenarion of the problem.

Larry has his Unassigned ticket view up.

Larry clicks a ticket for “Judy”, then assigns it to himself. He then begins to reach out to the requestor.

A few minutes earlier, Dawn had her unassigned ticket queue up and clicked on the ticket for “Judy” and begins updating the ticket with Request Type, Category and Subcategory.

She gets a phone call and stops updating the ticket.

(In the meantime, Larry had viewed that same ticket for “Judy” and assigns it to himself.

A few minutes go by and Dawn finishes up with her call.

She continues where she left off with updating the “Judy” ticket and assigns it to herself. (what happens here actually is that the ticket was assigned to Larry, Dawn does not have that info from SDP since she already had the ticket detail view open and re-assigns that from Larry to herself without knowing she did that).

Dawn then calls Judy and to her surprise, Judy says Larry already called her and took care of the issue.

Is there any way to alert the tech when updating a ticket that “this ticket already has an assignee. Are you sure you want to re-assign the ticket to yourself?” In the example above, if Dawn would have finished updating her ticket for “Judy” that was already assigned to Larry but she did not know that, and when she went to save the record and that prompt came up saying “This ticket has an assignee. Are you sure you want to re-assign it?” then she may have been clued in to the fact that Larry grabbed the ticket at nearly the same time she did.

Is there something in place to prevent this type of activity?

Thanks.

Andrey Strusevich