HelpDesk

@Roosevelt Did you put in the is_completed flag?

In the absence of the table name and fields, I'm going to assume you have the following fields in the tickets_table , id whch is the primary key, user_id which is the user that has opened the ticket in the session, and is_completed which is flagged when the survey for this ticket is completed.

Put this in the before record added new ticket page
// check if this user has a ticket which isn't completed
$rs = DB::Query( "SELECT id FROM tickets_table WHERE user_id=:session.user_id AND is _competed=0 LIMIT 1"; );
$data=$rs->fetchAssoc();
if($data)
{
$survey_id = $data['id'];// if the ticket table also contains the survey data
// if record exists then do not let the user create a new ticket.
$message = "You must complete any open tickets before you can open another";
return false;
}

You could also put this instead of the return false and redirect them to the survey page
//** Redirect to another page ****
header("Location: survey_edit.php?editid1=" . $survey_id );
exit();

You could also hide the add button , I couldn't get that to work but I only spent a few mins on it. There also seems to be a few different methods so not sure which version now works.
https://asprunner.com/forums/topic/18613-hide-add-new-inline-add-buttons-if-record-exists