Known Issue

What it is

A known issue is a defect engineering has confirmed and is tracking. It usually has a workaroundWorkaroundA temporary way for a customer to get unblocked before a real fix ships., an owner, and sometimes an expected fix date.

Why it matters

Matching new tickets to known issues stops duplicate escalations and lets support answer immediately with the workaround.

Best practices

1. Keep a single list – Visible to support, with workarounds.
2. Link every matching ticket – So you can notify customers when it's fixed.
3. Retire on fix – Remove entries once the fix ships.

How Decimal helps

Decimal matches new tickets against open issues in tools like Linear and Jira Service Management, so known bugs get the workaround instead of a new escalation.