When there is an active system-wide incident or outage (e.g., Wi-Fi is unavailable), automatically notify requesters when they attempt to create a new ticket related to the affected service.
Example:
If the Wi-Fi service is currently experiencing a major outage, and a user attempts to raise a ticket for a Wi-Fi issue, the system should recognise the affected service and display a notification such as:
Known Issue: Wi-Fi Outage
We’re aware of an issue currently affecting Wi-Fi services. Our team is actively investigating and working to restore service. You can follow the major incident for the latest updates.
The requester should then have the option to view the active incident, receive updates, or continue submitting their ticket if their issue is unrelated.
Expected benefit:
- Reduce duplicate tickets during major incidents
- Improve requester experience and transparency
- Deflect unnecessary support contacts
- Ensure users are directed to the latest incident updates rather than generic troubleshooting content
- Help service desk teams focus on resolving the underlying outage rather than duplicate requests
