How to optimize process of resolving large number of tickets if its are all about the same bug?

Question

Hi,

We provide helpdesk services for an information system used by dozens of organizations. We use outsourcing service to develop and maintain information system. It is often the case that several (even dozens) of tickets are received from different organizations for the same error. We assigned first of the tickets to the developers for resolution. We linked related tickets and waited for the developer to deliver the fixes. However, managment the resolution of these related tickets is cumbersome.
Can you recommend a convenient solution for such situations in service projects (for example, the most recommended (appropriate) types of links)?

carolyn french · Answer

Hi @Arnis Riškovs ,

The method I've seen used to best results is to have a separate project where developers work the bug, and link that issue to all the tickets in the Jira Service Management project (you can use 'is caused by', for example). Then use Jira Automation when the developer resolves the bug issue to either add an update to the ticket directly or resolve the ticket. (Regardless of how you set up your projects, you can use Jira Automation for this!)

Here's some documentation on setting automation rules if you're not familiar, but it's pretty straight forward: https://support.atlassian.com/jira-service-management-cloud/docs/edit-linked-issue-automated-rules/

Hope it helps!

Carolyn

Vishal_p33pdz · Answer

Hi @Arnis Riškovs

As you are linking the multiple bugs to the first reported bug, you can use a manual automation which will look something like this. Once your primary bug is resolved with proper resolution & comment, you can copy over it to the linked issues like this.

Make necessary adjustment to the rule & it'll work very well. Hope it helps.