One help-desk ticket per request from Ask

When Ask cannot finish something and raises a help-desk ticket for you, asking again about the same thing adds to that ticket rather than opening another.

Ask raises a ticket when it cannot finish a request. If you already have an unfinished ticket about the same thing from the last twelve hours, a further ticket Ask would raise is added to the existing one as a new message, and the ticket shows that it has come up again. Ask gives you the existing ticket number.

• The same thing means the same document number (for example the same change order), or, when no document is named, the same request in other words.
• A different request, even about the same record or person, is a ticket of its own.
• A ticket you raise yourself on the Help screen is always a new ticket.