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Several tickets raised in regards to the same issue

Arevik Hakobyan

Dear Team,

We are facing the issue when several customers report the same bug, and we have 5 or more requests which are actually the same issue.
What needs to be done in this case as per the best practice.

Duplicate status in workflow? Link as: Duplicate" to newly created parent issue?
And if duplicate 5 issues to one, how can we inform the customers about the progress of their request? Since when we duplicate I think the request will be closed, right?

We want to make sure to keep the customers informed about the progress, but not work on 5 issues, but 1.

Comments

Deepanshu Natani

Hi @Arevik Hakobyan ,

You can use the "Request Participants" field to add additional customers to a request in JSM.

And then you can mark similar requests as duplicates.

More details are available here: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-from-the-issue-view/

Arevik Hakobyan

hi @Deepanshu Natani thank you very much!

So what I should do with 5 similar requests, is to mark as "Duplicate" , by adding "Duplicate" stage at workflow?

Or just link to parent ticket as "duplicate"?

And what will happen with he status of those tickets once I mark them as "Duplicate"?

Will they be closed or done?

Arevik Hakobyan

And how we should inform customers, that there originally created ticket is duplicate and now they should follow the parent ticket? what is the best way to do so?

Deepanshu Natani

Hi @Arevik Hakobyan

I have created this article with detailed steps and explanations to help you further: https://community.atlassian.com/t5/New-to-Jira-Service-Management/Managing-multiple-requests-created-for-same-Bug-Feature-Request/ba-p/1785969#M22

Let me know if you have more questions.

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