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How to reply, solve all duplicated tickets at one time?

Bill Thang

Hello,

I'd like to know how I can reply to/solve all tickets that are considered to be about the same issue at once without having to go in one by one to reply/solve?

I have tried to link the duplicated issues together but this only lets me know that there are tickets similar tickets to this one.

Thank you!

Accepted answers

Alex Koxaras -Relational-

Hi @Bill Thang and welcome to the community,

In order to resolve issues, you have to

Create a self transition to all active workflows on your project
Inside this transition place a post function to set an automatic resolution (e.g. Done)
Then find all your issues from the advanced issue search and
Use the bulk change on all these issues
Transition all these issues from the newly created self transition
Check "don't send notification emails"
Double check that everything is correct
Run it

All comments

Oday Rafeh_2jhprw

Hi @Bill Thang , Welcome

To reply to and solve all duplicated tickets at one time in Jira:

Search for the tickets that you want to update.

Select the tickets that you want to update.

Click on the "Tools" dropdown menu and select "Bulk change all X issues. "

In the "Choose an operation" screen, select "Edit Issues" and click "Next. "

In the "Edit Issues" screen, add a comment or update the resolution field to mark them as solved.

Click "Next" and review the changes in the "Confirmation" screen.

Click "Confirm" to apply the changes to all of the selected tickets.

Alex Koxaras -Relational-

Hi @Bill Thang and welcome to the community,

In order to resolve issues, you have to

Create a self transition to all active workflows on your project
Inside this transition place a post function to set an automatic resolution (e.g. Done)
Then find all your issues from the advanced issue search and
Use the bulk change on all these issues
Transition all these issues from the newly created self transition
Check "don't send notification emails"
Double check that everything is correct
Run it

Alex Koxaras -Relational-

@Oday Rafeh unfortunately you can't edit the resolution field from a bulk change (edit operation). You have to create a transition for it.

Oday Rafeh_2jhprw

@Alex Koxaras -Relational- you are right

the steps should be like this :

Search for the tickets that you want to update.

Select the tickets that you want to update.

Click on the "Tools" dropdown menu and select "Bulk change all X issues. "

In the "Choose an operation" screen, select "Transition Issues" and click "Next. "

Select the transition that you want to use to update the Resolution field.

Fill out any required fields for the transition.

Click "Next" and review the changes in the "Confirmation" screen.

Click "Confirm" to apply the changes to all of the selected tickets.

Bill Thang

Thank you, @Oday Rafeh and @Alex Koxaras -Relational- , this helps with changing the statuses of the tickets but is there a best practice to handling multiple tickets for the same issue/bug?

Bill Thang

Thank you Alex

Sebastien_LaForge

Full disclosure: I am the developer of Merge Assistant, one of the apps in this category.

The bulk transition approach above works for closing, but it misses the half of your question that says "reply". Transitioning fifty tickets resolves them silently, and each reporter is left wondering what happened to their request.

What you usually want on a mass incident is one surviving ticket that carries the conversation, and every duplicate closed with a note pointing to it.

Merge Assistant does that in one pass: you pick the ticket that survives, select the duplicates, and merging forwards their comments and attachments onto it. On a JSM project each closed source gets a public note telling the reporter where the conversation continues, so nobody is left in the dark. If you only want to close them without copying anything, there is a mark as duplicate action that links and closes with an audit comment.

It also surfaces the duplicates for you rather than waiting for you to find them, which on a mass incident is usually the slow part.

https://marketplace.atlassian.com/apps/3453335153/merge-assistant?hosting=cloud&tab=overview

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