I'm interested to know how people structure support and bug fixes in the same issue management system or if that is a footgun.<p>This happens often enough where a "support ticket" in JIRA turns into a bug fix that has a positive affect on more than just the customers support ticket.<p>Example: A support ticket comes in on a particular problem. In Jira the ticket title is "Customer Y says Screenshot button isn't working". Dev goes in and discovers It's not working and affects all safari browers and makes the fix, pushes to prod. Customer Y is happy now, as well as all other customers who are using Safari in future.<p>What's the most nimble way for the org to articulate and track what was fixed software side and also articulate the support ticket is satisfied?<p>* Do you update the bug title from "Customer Y says Screenshot Button isn't working" to "Safari Screenshot not working"
* Do you go and have a new bug ticket created with a more clear title and keep the old ticket around as the "support ticket"?
* Should we split support tickets out from the JIRA software project and keep them separate?<p>Note: While I'm using JIRA in this instance i feel like this goes for most developer issue management software that is used and I've never found a really elegant flow. I am open to hearing about all experiences!
Keeping linked tickets seems like the best practice to me. Especially as organizations grow, a single reported issue could wind up being work tickets for multiple teams, and even make it into product management roadmaps for longer-term fixes.<p>Sometimes a bug will have a short-term fix to stop the immediate pain, but also have a long-term fix that might include re-working an entire feature.<p>Using Jira (or other similar app's) linking features is the easiest way to keep track of these dependencies.<p>To use your example, the individual customer who reported the issue wants to know the status of the ticket "Customer Y says Screenshot button isn't working", and hopefully there is a self-service way for them to get that information. Whereas, all customers will want to know (likely as part of some relase notes) that "Screenshots in Safari are now Supported."