To enable Duplicate Ticket Prevention in ECHOplatform, perform the following steps.
Note: This procedure assumes you have already mapped tickets. If you have not mapped tickets, see Mapping Tickets.
- Navigate to the Map Tickets page. (See Mapping Tickets).
The Map Tickets page is displayed.
- Select the Duplicate Ticket Prevention check box.
- Optionally, select the Auto Healing check box.
4. Click Save.
5. The Duplicate Ticket Prevention and Auto Healing features are enabled.If you enabled Auto Healing, ensure that you have defined "Closed" status in the ConnectWise Setup Tables. (See Enabling Auto Healing in ConnectWise.)