Questions about a duplicate ticket detection setup thus far

Robert Munoz

Goal: Determine if any incoming email ticket that is a duplicate from its description/subject field and move. issues determined to be duplicate into a new Queue called "Duplicates"

Step 1. I've followed the automation example:

https://community.atlassian.com/t5/Jira-questions/How-can-you-find-duplicate-issue-tickets-in-Jira-Service-Desk-v/qaq-p/1739752

Step 2. Created a new Queue called "Duplicates" and used JQL script for the Queue:

issueLinkType = Duplicate

Question 1: Duplicate tickets are showing up in the "Duplicates" Queue however they also show up in both 'Unresolved Email' and 'Assigned to Me' Queues but not the "Unassigned Issues" Queue? 

Question 2: Can anyone explain why duplicates are showing up in some Queus and not others?

Question 3: What needs to be done so that duplicate tickets do not show up in any Queue except the created "Duplicates" Queue? 

 

Thanks for any help you can give?

Robert

 

Ivan Lima

Hi @Robert Munoz, your duplicate issues will show up in the queues based on each queues' JQL. Therefore, "Assign to me" and "Unassigned issues" should never show the same results - unless someone changed one of the queue's JQL but kept the queue's name, for example. If an issue was assigned to you or anyone else, it's an assigned issue; hence, it's not unassigned.

To your third question, in your case, if you want to eliminate duplicate issues from other queues, you can update the queue's JQL by editing the ones you don't want the duplicates to display as part of the results. You may append something like "issueLinkType != Duplicate". BUT, you may face a known bug reported on JRACLOUD-73640. So, don't be surprised if your queues don't get you the results you're expecting when using != or NOT IN operators. You can apply the workaround suggested of using a saved filter instead.

I hope that all make sense.