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Managing multiple customer requests created for same Bug/ Feature

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.

Screenshot 2021-08-24 at 11.54.42 PM.png

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.

Screenshot 2021-08-24 at 11.57.53 PM.png

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.

Screenshot 2021-08-25 at 12.02.55 AM.png

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:

Note: you can also use Jira Automation to automate Step 3.

1 comment

Arevik Hakobyan August 25, 2021

hi @Deepanshu Natani , thank you for the article.

The issue is that Reporter, request participants, members of the organization, and approvers don't receive notifications based on what is configured in the notification scheme. Only what is configured under the customer notifications section.


Also if customers are listed as request participants in the parent ticket then they will be able to see the parent ticket in the customer portal, which is a good thing.

There can be automation when you link as a duplicate to parent one, it will mark it as duplicate and post a comment. There will be no need to do it manually.

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