Stop incident tickets being cloned and pulled into projects to be worked on?

[Vincent Fong]

We have different Pods including Service Teams that owns incident tickets.

Sometimes a business unit team creates an incident ticket (incident owner) and sends it to the service team. The service team then reviews the tickets and if they need a Pod to handle the issue, the Pod clones the ticket into their own project.  This creates a problem for the business unit team owner as:

1. Status changes in the cloned ticket are different to the original incident ticket

2. Sometimes the original incident ticket is marked "closed" but the clone ticket is still open pending priority or still work in progress.

The above situation means the business unit team has no real clarity as to the actual status of the reported incident

We want to stop the cloning of incident tickets but not sure how these tickets can be shared with Pods while keeping a single point of truth with the service team.  Any help appreciated. 

Note: Pod are set up either Classic or Next Gen projects in Jira Cloud.

[John Funk]

Hi Vincent,

Maybe try adding each Pod as a Component. Then change the Pod's board to only show cards where the Component = that Pod. That way you keep using the same card instead of cloning it.