incident management - how to track multiple customers on one issue

Question

Hi

In our old setup (a different tool) we created 1 master incident and then cloned it to several connected tickets, one for each customer to track different incident data on the same main incident. The problem was we ended up with several 100 tickets for only one incident.

Now moving to Jira I would like to use only one issue for the incident but still be able to track customer data individually. For example, downtime.

Any idea how to do this without using subtasks?

Torbjörn Richter · Answer

Hi Andy and thanks for your reply.

Unfortunately it wasnt what I was looking for. i do have SD installed already today and its a nice shell for customer support but lack a more advanced way of communicating with customers.

As described above, I would like to have one incident created that affects multiple customers, but customers could potentially face different symptoms, like downtime. These kind of data need to be tracked individually for each customer. With ~200 customers, we need a way to track those downtimes without having 200 subtasks.

also regarding communication. when we would like to inform affected customers, we need to send an email template but not straight to customer contacts because customers might have different contacts for Inicdents compared to normal communication.

thank you

Andy Heinzer · Answer

Hi,

I see that you are looking to use Jira to do some incident management and have some concerns about tracking individual customer requests.

This is something that Jira Service Desk has templates to help with.  In Jira Service Desk server, you can create a project template of type Incident management, this can help to preconfigure some issue types, request types, workflow, etc that can help with the organization itself.   Service Desk also has built in SLAs that can be configured to help measure the time to response here for example.

There is more info in Incident management.  Granted that document was created for Jira Service Desk Cloud, but much of the information there does also apply to current versions of Jira Service Desk Server.  Just note that it might not be an exact 1:1 feature parity between Cloud and Server platforms.

That document also has a section on Link incident records to other issues.  This can be a useful way for JSD Agents and other licensed Jira users to see and understand the connection of this issue with another.

I hope this helps,

Andy