Does anyone know of a way to lock and incident when another analyst has it open? We have a situation where I work where one group of people take the calls and create the incidents and another group works them out of a pool. We contently run into the problem where 2 people will grab the same incident and start working it. In past helpdesk software there has been a way to lock the incident and/or notify the second person that opens the incident that it is currently opened by another user. Any suggestions?
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