Is there any Atlassian best practice to find & handle duplicate Issues in Jira Service Management?

[Vinay Sharma]

Is there any Atlassian best practice to find & handle duplicate Issues in Jira Service Management?

There can be multiple scenarios which may lead to creation of duplicate issues in Jira Service Management i.e.,

1) The same issue is raised by a customer at different point of time

2) The same issue is raised by 2 different customers at the same time

3) It's a known error and multiple customers are raising the same issue.

In case it's a known error what automation would help?

[Marlene Kegel - codefortynine · Accepted solution]

Hi @Vinay Sharma,

I am Marlene from codefortynine.

Here's an article which reflects a use case from one of our Merge Agent for Jira customers, which might be interesting for you: https://community.atlassian.com/t5/Jira-Service-Management-articles/Eliminate-Duplicates-in-Jira-Service-Desk-with-Ninjas/ba-p/1225764

It's from 2019, so some things might be outdated. But the approach of our customer is still possible.

[Vinay Sharma]

Thanks @Marlene Kegel - codefortynine 

[Stefan Salzl]

Hi @Vinay Sharma ,

There is a branch-option in Jira automation that collects "issues with similar description" (see screenshot). That kind of automation rule could collect issues and perform an action on them (eg. a notification, email, comment,...) to make somebody aware of similarity.

To be honest: I don´t have any experience with this special branch but could imagine that this might at least help to identify some issues regarding your requirement/problem. I would consider to just give it a shot. 

Hope that helps or gives at least some input for a feasible solution. In case of any further questions just let me know 😉

Best
Stefan