Managing Web Services › External Specifications › Access Control and Management › Define an Error Type › Duplicate Ticket Handling

Duplicate Ticket Handling

The Web Service Access Policy can detect and handle duplicate tickets, which is helpful for preventing ticket flooding. A ticket created with the potential of being a duplicate applies if all of the following conditions are true:

• At least one ticket of the same type (cr, iss, or chg) already exists and is ACTIVE.
• The existing ticket was created by the web service.
• The existing ticket was created with the same Policy and Error Type as the ticket being created.
• The “create date” of the existing ticket is within a specified threshold (for example, it was opened less than 2 days ago).

  Note: The create date field is configured using the Maximum time interval for searching duplicates.

• The duplicate ID matches the one provided by users when invoking the createTicket() method.

Users can also assist in preventing duplicates by classifying tickets as being unique or different, based on criteria known to the user. To do this, add an optional string parameter to the createTicket Web Services call. If duplicate handling is on, the string parameter is inspected after other duplicate handling criteria match to determine whether this is a unique or duplicate call to this method.