Ongoing major incidents aren’t surfaced on the portal
During an outage customers keep raising duplicate tickets because the portal never tells them a major incident is already open.
The problem
When a major incident is in progress, the customer portal shows nothing. Customers raise the same issue again and again, flooding the queue exactly when agents have the least time.
Who runs into this
IT service desks handling outages and any team that deals with high-volume, shared incidents.
How Patcher fixes it
Patcher shows an active-incident banner on the portal and lets customers subscribe for updates instead of opening a new ticket — cutting duplicate requests during every outage.
Top community comments
The “official” suggestion in the docs doesn’t actually work. We need a real fix.
715This should be classified as a bug, not a “suggestion”. It’s clearly broken behaviour.
681We wrote a workaround script, but it breaks on every Jira update. Not sustainable.
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