Can Jira Automatically Detect Similar Issues Using AI or Image Recognition?

[Danny Anang]

Hi Jira Community,

We have a technical support team that provides level 1 support for internally built applications used across our organization. When issues arise, employees submit tickets via JSM, and these tickets are automatically distributed among team members.

Occasionally, multiple tickets are raised for the same underlying issue, but due to the random assignment and inconsistent ticket titles from reporters, it's difficult for our team to recognize it quickly. Our current policy is to escalate such cases as a major incident when multiple tickets on a same issue is identified, but this often happens too late because the team isn't immediately aware of the pattern.

The one common thread among these tickets is usually the attached error message screenshot. I'm wondering:

Does Jira (or an integrated Marketplace app) offer any AI-based functionality that can analyze daily tickets and flag similar issues, particularly using attached screenshots or text content?

We’re looking for something that could help our team proactively detect patterns and group related incidents faster, ideally with minimal manual input.

Any advice or recommendations would be greatly appreciated!

Thanks in advance

[Marc - Devoteam]

HI @Danny Anang 

Welcome to the community.

There is a feature in a JSM project that you can enable, called "similar requests"

See, https://support.atlassian.com/jira-service-management-cloud/docs/what-are-similar-requests/ 

It's not full AI on you requirement, but it could give you more insight.

P.S. AI is not the holy grail, your agents might need training to get better in recognition of patterns.

AI needs learning an training as well to interpretate things right otherwise its also a useless function

[Danny Anang]

Hi Marc,

Thanks for your reply. Yes, this feature is helpful when I am gathering similar tickets manually to raise a major incident. This is reactive rather than proactive. Are there any features that will automatically send me an alert/notification, for example when three or more similar tickets come in?

I imagine something that automatically scans the work items a couple of times a day and provides alerts when it finds similar tickets that came in within a short period of time?

[Marc - Devoteam]

Hi @Danny Anang 

Tou could look at: "Merge Agent for Jira (JSM Queue & Backlog Issue Merger)"

Or can create your own app or look to see what you can achieve by Rovo (creating an own agent).

This will probably have a cost component..

But the issue remains user based., user tend to create issues about the same problem simultaneously.

If you have a monitoring solution and that is able to integrate with JSM operations you could have alerts created and even issues.

If agents then provide an announcement on the portal, this could prevent the creation of a lot of duplicate tickets.