The approach we took was to add an active link which loads a large visual prompt when a support person opened a help desk record that was not assigned to an individual. There is some additional workflow dependant on whether the support person 'accepts' the ticket or not. This is relatively easy to apply and it works for us. This doesn't stop more than one support person updating the same ticket as per the scenario you mention. It just adds greater visibility for all support staff to realise the 'assigned to individual' status of an opened help desk ticket thereby minimising the occurrence of such a scenario.
regards, Mark Boyle Hansen Technologies _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
