How to Link tickets with a similar summary when new work item is created

[Rajesh Kumar]

Hi Team,

We currently manage Joiner/Leaver tickets through JSM. Recently, we integrated another application with JSM to facilitate the creation of new tickets for product access requests.

As part of this process, the HR team raises a new ticket in JSM with all the necessary details, while the other application generates a new ticket whenever a user requests access to a product. Our goal is to link these two tickets: the one created by HR and the one generated by the other application. We have been attempting to use Jira automation to establish this link, but so far, we have not been successful.

Could anyone provide guidance on how to achieve this? We define ticket names in the format "New Hire Request - Employee - Rajesh Kumar" within the summary. We are using the summary as the primary connection for linking the tickets. However, the automation we created is not functioning as intended. Additionally, if there are duplicate names, how can we address this? For instance, if my name is Rajesh Kumar and another user's name is Suresh Kumar, the automation should disregard "Kumar" and focus on the first names for linking.

Thank you!

[Kai Becker]

Hi @Rajesh Kumar 

welcome to the community and thank you for your question.

Usually it is not a good idea to match such things agains the summary or strings in general.
I would recommend to store the user as an object and add it to your work items.

This will give you the opportunity to connect work items based on the user.