Our users create tickets with specific 7 digit OTS #'s. These OTS #'s are entered into a field on the ticket called "Artwork OTS Number".
Many of our users will create a new ticket with that same 7 digit OTS # and append it with -c1, -c2, etc. when there is information to be added, instead of adding that information to the current ticket. Is there a way to create a rule that will limit users to one open ticket per 7 digit OTS #, even if the user attempts to append the number?
Thanks.
You would have to create a rule that would close the subsequent tickets automatically. You couldn't stop them from creating the ticket in the first place. One way to check for this would be to create a rule that uses a regex to find tickets that don't have just a seven digit number in the "Artwork OTS Number" field. You could then have another rule that could check for duplicates.
Personally this sounds like a user education issue, however. If they are creating tickets when they should be adding comments, then have you made it clear that they can add comments after the ticket was created?
