Looking For Best Practice Feedback -- How Do You Handle Duplicate Issues That Can't Be closed?

[Gail]

Here is our case:

• A customer reports a bug to our customer service area, and they create a bug in SalesForce.   SalesForce pushes a bug to Jira via a Workato integration.
• The tech bug escalations team begins work on the first bug; however, a couple days later other customers report the same bug in SalesForce.   This results in say 10 more bugs being generated to Jira.

The first bug will be triaged and worked on BUT the other 10 duplicates will not.   The caveat is we CANNOT mark the duplicate bugs resolved/closed as that gets pushed to SalesForce then to the customers.    Until the PARENT (first bug) is resolved -- those 10 duplicates must remain in an open state.

OUR THINKING:

• Link bugs
• When parent bug resolved - use an automation to push closure to all the linked duplicates

How does everyone handle this type of situation?    Thanks

[Clark Everson · Accepted solution]

Hi @Gail 

There is no one way to do it, but in my experience the easier the solution the better. The solution you have is actually the way I would recommend doing it too, or alternatively you could convert the other bugs to be subtasks of the first one.

The latter solution could be more beneficial from reporting standpoints as it's easier to track sub-tasks. I also believe there is a built in automation rule to close all subtasks

Best,
Clark

[Sam Nadarajan]

I agree with @Clark Everson I think you're on the right track but there are multiple ways to address it.