Linking support tickets with the same issue

[Ann Marie Guinan]

Hi guys,

Using Jira Service desk

I was wondering is the following possible:

Can you link issues to the same bug/topic in the support desk to then flag to our technical department that the issues is occurring for multiple customers? 

EG: 

Ticket 1 - refunding with error message

Ticket 25 - refunding with error message

Although there are both in the open queue we would like to link them together to show that it is occurring to multiple clients. 

Thanks

[Krister Broman _Advania_ · Accepted solution]

Maybe i am missing something in your request but why not just use the issue links? 

https://confluence.atlassian.com/jiracoreserver073/linking-issues-861257339.html

You can certainly link a servicedesk issue with a software issue. 

[Krister Broman _Advania_]

If you want a new type of issue link so that you know that it is that specific one then just create a new type of link: https://confluence.atlassian.com/adminjiraserver073/configuring-issue-linking-861253998.html

[Ann Marie Guinan]

Hi Krister.

That's great thanks so much for your help! :) 

[jira guy]

As Krister mentioned, you can easily create a duplicate link between them. If you want to save your support engineers time, you can automate the linking by comparing of existing issues. You can achieve the automation using automation for JIRA or jira service desk automation rules.

[Ann Marie Guinan]

Great thanks, I'll be sure to let them know so we can automate this process :)