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

Vinay Sharma_azcjdc

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?

Accepted answers

Marlene Kegel - codefortynine

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It's from 2019, so some things might be outdated.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.

All comments

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

Marlene Kegel - codefortynine

Hi @Vinay Sharma,

I am Marlene from codefortynine.

It's from 2019, so some things might be outdated.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

Vinay Sharma_azcjdc

Thanks @Marlene Kegel - codefortynine

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