Date: 11 June 2024 · Deciders: Rune (product), support desk
Context
Reports arrive faster than the desk can read them. During incidents the same problem comes in hundreds of times, and engineering asks for one ticket per issue.
Decision
Two reports are the same issue when their subject lines match after lowercasing and stripping punctuation. The desk merges on subject alone; nobody has to read the body.
Consequences
- Fast: one person can triage an incident morning.
- Reports with different subjects about the same bug end up in separate tickets. Accepted; engineering merges them later.