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It is quite common that you receive multiple requests for the same bug/ feature request in Jira Service Management.
In this article, we will discuss how to manage such a situation.
Consider the following situation where we have the following two requests which have been created for the same feature request by two different customers.
To handle such a scenario,
Step 1: We can link the request which was created later (SDSP-7) as a duplicate (using the link issue functionality) for the request which was created earlier.
Step 2: Then, we can go to the first/ original request (SDSP-6) and add the customer (who created the duplicate request) using the field "Request Participant". This will make sure that the customer receives updates related to this request.
Step 3: Next, we can open the duplicate request (SDSP-7) and log a comment (using "Reply to customer" option) to this request that says something like: "Thanks for creating this request. This request is already tracked as SDSP-6. We are adding you as a participant to request SDSP-6 so that the request is tracked against your ID and you can receive updates for this. This request SDSP-7 is being marked as a duplicate and is being closed"
You can then close the duplicate request.
This will make sure that you need to update a single request and all the relevant customers will be updated when you make any changes/ updates to the original request.
More details for using the "Request Participants" field is available here: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/
Note: you can also use Jira Automation to automate Step 3.