Ongoing major incidents aren’t surfaced on the portal
Tell customers about an active outage before they raise a duplicate ticket.
During an outage the portal stays silent, so duplicates flood in. Here is how to surface active incidents and cut the noise.
The symptom
A major incident is in progress, but the portal shows nothing about it. Customers raise the same issue over and over, swamping the queue exactly when agents have the least time.
Why Jira Service Management behaves this way
There is no native link between a major-incident issue and a portal-wide announcement, so an open incident is invisible to the people most affected by it.
The manual workaround — and why it falls short
Someone manually edits the portal announcement banner at the start of an incident and remembers to remove it afterwards — if they have time during a live outage.
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.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find Portal incident banner in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.