Hi,
Can you please advise what automation rule i would need to create to link duplicate open tickets from the same email (reporter) so the first ticket is the main one and the new duplicate is the secondary one.
Hello @Lee Rourke
Welcome to the Atlassian community.
Are you working with Jira Cloud or Jira Server/Data Center?
Besides the issues having the same reporter how do you know that they are duplicates? Couldn't one person submit two different requests via email?
Yes they could, but we are seeing people submit duplicate requests.
I have an automation on where it is a round robin so it is allocated to my team fairly, but a member of the team was dealing with a customer already as they submitted duplicate tickets.
Is there anyway to run an automation that if there is a ticket out there with the same reporter it can link to the current ticket so that only one member of my team will action this.
Or if there is a way to assign the new ticket to the assigne that already has the ticket from the same reporter.
I am trying to avoid duplicated work.
The work of linking tickets and assigning tickets can be done by Automation Rules.
The trick is you have to tell the rule how to determine that a ticket is a duplicate of an existing ticket.
If a given person can submit multiple tickets that are not duplicates, then saying that the new ticket has the same reporter as existing tickets is not an adequate criteria for identifying duplicates.
Can multiple agents be working on truly different tickets from the same reporter? If so then again you can't determine which of them to assign to the new ticket simply based on it being the same reporter.
Do the "duplicate" tickets have the same text in the summary field?
If you manually look at the tickets, what all are you examining that helps you determine the new ticket is a duplicate of an existing ticket?
Would it matter if the duplicate older ticket has already been closed?
Yes multiple agents can be working on different tickets from the same reporter, but recently we have just seen a customer raise multiple tickets with different summaries, so wanting to know how i can get round that please.
Hi @Lee Rourke,
I believe Trudy's answer is pretty good regarding matching tickets with exactly the same summary (or partially the same).
Since I am the author of a deduplication plugin**, I just want to add this plugin here, since it can do semantical matching of tickets. That means:
Maybe that helps. Cheers, Markus
** Duplicate AI on the Marketplace
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