Enable the system to detect when a request is being viewed or edited, lock it from editing by other users, and clearly display that it is being worked on.

Current gap: Staff cannot see when another user is working on a request without manually assigning it, and requests are not locked when being edited

Impact:

Adds cognitive load and extra manual steps

Risk of duplicate work if not locked when editing

Particularly problematic with large teams and part-time staff as the way the system works it’s not easy to separate requests from each other. There’s a high likelihood that people will be working on the same requests.