Several tickets raised in regards to the same issue

[Arevik Hakobyan]

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.

[Deepanshu Natani · Accepted solution]

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: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/

https://support.atlassian.com/jira-service-management-cloud/docs/add-request-participants-from-the-issue-view/

[Arevik Hakobyan]

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?

[Arevik Hakobyan]

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?

[Deepanshu Natani]

Hi @Arevik Hakobyan 

I have created this article with detailed steps and explanations to help you further: https://community.atlassian.com/t5/New-to-Jira-Service-Management/Managing-multiple-requests-created-for-same-Bug-Feature-Request/ba-p/1785969#M22

Let me know if you have more questions.