Want to know how find out past ticket raised with the same serial number

Question

Hi All,

I created a form of ticket with serial number field. To be precised I have :

-Serial number => mandatory field

-Second serial number => optionnal field

-Third serial number => optionnal field.

Now, as Operator, when I read a new ticket raised I would like to know : all the past tickets linked to each serial number.
Do you know if there is a programmed command, or if I have to use JQL request? 
Also by JQL request do you have any tracks?

Kishan Sharma · Answer

Hi Nicolas,

So I am assuming that you already know the serial number you are trying to filter on, then you need to modify the JQL filter, to include the serial number lookup values in it. For example, if you are trying to search multiple serial numbers at once, the JQL could be like this -

project = XYZ AND customer = "Kishan" AND "Serial Number" in (123, 456, 789)

This will give you all issues raised by "Kishan" in XYZ project and matching 123, 456, 789 values in "Serial Number" field.

You can also add issuekey field in the JQL if you know the old ticket numbers before hand, for example -

project = XYZ AND "Serial Number" in (123, 456, 789) and issuekey in (XYZ-1, XYZ-2)

This will search the Serial Number only in XYZ-1, XYZ-2 issues.

Hope this helps, please let me know if you have any further queries.

Nicolas Videau · Answer

Hi Kishan,

Thanks a lot for your help, but not sure it is answering hundred percent.

I do not have a specific serial number. When the user open a request the serial number can be 123 or 324 or 589 etc... so how to look for in the old ticket if the serial number entered by the customer is matching with a serial number entered in a old ticket.

Kishan Sharma · Answer

Hi @Nicolas Videau

Welcome to the Atlassian Community!

You will have to use JQL to search for issues having specific Serial Number, example below -

project = XYZ AND "Serial Number" = 123

This JQL will fetch all issues in XYZ project having value 123 in Serial Number field.

Is that what you are looking for ? Happy to help if you have any further queries.