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"Ticket being Viewed by other user" alert


We are having an issue with the alert that someone is already viewing a request ticket- it does not appear to work on one of our agent’s profile…she does not get an alert that someone else is viewing the ticket.

Where do i check or adjust this?


There’s not many adjustments for that. Is it that she doesn’t show up on other users screens or that she can’t see other people on hers? Does she use multiple browser tabs all in different requests? If so that could cause something like this in that when she goes between them it changes you to that request and so could affect this.