Dealing with two people responding to a ticket

We have a distributed team of support people.

We have the occasional scenario where two people will see a ticket and
reply before one has a chance to “take” the ticket…

How do you all deal with this or is it just a known “social” problem?

thanks,
davidu

Social problem. You have to make it proceedure that you have to take a
ticket before attempting to reply to it, to minimise the chance of this
form of collision.

This is common to every ticketing system I’ve ever used, not just RT,
unless you auto-allocate tickets to individuals as they come in.

John

We have a distributed team of support people.

We have the occasional scenario where two people will see a ticket and
reply before one has a chance to “take” the ticket…

How do you all deal with this or is it just a known “social” problem?

Only grant the “Owner” the right to ReplyToTicket and then require your
staff to Take tickets before replying?

Request Tracker — Best Practical Solutions – Trouble Ticketing. Free.