Wow, we didn’t realize this. Some of our Security team members sometimes look at tickets via email on their phone to see if it is a “real” emergency (locking down accounts to access to secure systems), and with it saying they “read” the ticket, another member, who might be sitting at their desk readily available, might not complete the tasks of locking down accounts, if they think that the person reading the ticket via cell phone is actually working the ticket.
Does this make sense? Do you have a suggestion as to how we can ensure that someone works the ticket tasks when they think someone else might be working it? Other than both people having to open the ticket and see the progress, one on their PC and one via Cell phone?