Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Several tickets raised in regards to the same issue

Dear Team,

We are facing the issue when several customers report the same bug, and we have 5 or more requests which are actually the same issue.
What needs to be done in this case as per the best practice.

Duplicate status in workflow? Link as: Duplicate" to newly created parent issue?
And if duplicate 5 issues to one, how can we inform the customers about the progress of their request? Since when we duplicate I think the request will be closed, right?

We want to make sure to keep the customers informed about the progress, but not work on 5 issues, but 1.

1 answer

1 accepted

2 votes
Answer accepted

Hi @Arevik Hakobyan ,

You can use the "Request Participants" field to add additional customers to a request in JSM.

And then you can mark similar requests as duplicates.

More details are available here:

hi @Deepanshu Natani  thank you very much!

So what I should do with 5 similar requests, is to mark as "Duplicate" , by adding "Duplicate" stage at workflow?

Or just link to parent ticket as "duplicate"?


And what will happen with he status of those tickets once I mark them as "Duplicate"?

Will they be closed or done?

And how we should inform customers, that there originally created ticket is duplicate and now they should follow the parent ticket? what is the best way to do so?

Hi @Arevik Hakobyan 

I have created this article with detailed steps and explanations to help you further:

Let me know if you have more questions.

Like Arevik Hakobyan likes this

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events