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See who's viewing which Incident in realtime from overview.

When an incident is being viewed by anyone, their icon appears in the top right bar beside the Actions dropdown.

This is very useful to determine if anyone else is reviewing the Incident and might be assigning it to themselves. This prevents two agents working on the same ticket..

It would be helpful to see "who's looking at what" on the overview page (/Incidents) without having to open an Incident to see if anyone is looking at it.

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Comments

ChuckZane

I may be wrong, but I believe in order for this suggestion to work the implementation would require an significant improvement in the screen/view auto-refresh functions. Right now the screens are basically static views, not live views of tickets or dashboards, so the views would need to be upgraded to live views with short/brief automatic refresh cycles in the 5-10 seconds range to give you an accurate insight into who is viewing/working on tickets at any given time. Don't misunderstand, I'm not saying this is a bad idea, I'm just not sure if it could be implemented on such a large scale successfully and give us real-time information fast enough to be meaningful. I have struggled to get my staff to claim the tickets first before starting any work to avoid the overlapping of efforts, but even that strategy has challenges, as one agent claims the ticket, and without a faster automatic view refresh cycle, another agent claims it again (taking it away form the 1st agent), with the end result of two agents both thinking they have claimed the same ticket. Screen view refresh rates are definitely an issue with ticket management.