RED NETWORK ERROR ON TICKET AFTER CLAIMING.

RED NETWORK ERROR ON TICKET AFTER CLAIMING.

Nurse reporting to receive a ticket with a RED ERROR MESSAGE. Sometimes even after completely a triage note.

All correct information was filled in before the triage, then after closing out the triage note, the ticket view had this error.
"assigned=0" means the assigned time was reset.
Check the TICKET HISTORY.
Here explains what is happening step by step.
Ticket History :
 Created by AGENT4 on 2020 05 07 23:27:22 (EDT)
2020 05 07 23:47:49 (EDT) AGENT4-CHANGED prac_id to . (prac_id=83)
2020 05 07 23:48:23 (EDT) AGENT4-CHANGED patient_lname to ABC. (patient_lname=ABC)
2020 05 07 23:49:32 (EDT) AGENT4-CHANGED sex to female. (sex=female)
2020 05 07 23:49:35 (EDT) AGENT4 - Submited ticket from STANDARD INTAKE
br=MO
....
user_id=5319
nid=
status=INTAKE

2020 05 07 23:50:10 (EDT) NURSE1-CLAIMED TICKET
2020 05 07 23:50:13 (EDT) NURSE1-SENT TICKET to MY CALLS
2020 05 07 23:50:32 (EDT) AGENT4 - Submited ticket from STANDARD INTAKE
br=MO
.....
user_id=5319
nid=
status=assigned
2020-05-07 23:50:33 (EDT) SYSTEM-CHANGE PRIORITY FROM 1 to 11 by age
2020 05 07 23:52:48 (EDT) NURSE1-CHANGED contact_phone to . (contact_phone=1002003000)
2020-05-07 23:53:07 (EDT) NURSE1-Created Triage Note #10000
2020-05-08 10:32:54-NURSE2: RETURNED TICKET TO QUEUE.
2020 05 08 10:32:55 (EDT) NURSE2-SENT TICKET to MY CALLS
2020 05 08 10:33:06 (EDT) NURSE2-SENT TICKET to complete. (closed=1620484386, status=complete)

It explains a lot of what is happening, and why we are seeing this error.
AGENT4 submitted.
NURSE1 claimed and triaged
AGENT4 re-submitted (refreshed screen). (TICKET INFO RESET, NOT THE NOTE)
NURSE1 saw the RED ERROR and could not continue.
NURSE2 claimed and closed at a later time, because it was stuck.
Which comes 2 possible causes:
1 - Network slowness, like the error says. Which is where the time of events would happen in incorrect order. Extremely rare to happen.
2 - The agent is RESUBMITTING the same ticket. On the confirmation screen the agent is forcing REFRESH and saying "YES" to go ahead and resubmit this ticket.
This is a very good example and can be replicated.
Some additional retraining should be sent to the AGENT4.
To solve the stuck red error ticket: A super visor with higher access, or another equal nurse can claim the ticket from ASSIGNED QUEUE after it has become IDLE for typically 15 minutes. The other user will need to CLAIM the ticket then either enter the missing information and close, or send it back to the queue for the original nurse to complete the call.

THIS AGENT DOUBLE SUBMITTING ISSUE IS RESOLVED IN OUR 2021-JAN RELEASE VERSION.