automation to identify duplicates based on multiple fields

Question

I want to have an automation process to identify any duplicate submissions within our Service Management  project, ideally based on three key fields (however 2 would be the minimum), these being,

* (1) is the unique file reference (ClaimID - Number Field)

* (2) Postcode - (Postcode field)

* (3) Escalation Type - (This is a dropdown list to give a reason for the ticket submission)

I cant seem to locate where/or how to refer to the above as none are visible when I use any of the searches or JQL, - Apologies in advance, as I am learning, managing and processing all on the fly!!

So any help would be gratefully received and thanks in advance!!

Simon Morris_xgqe4g · Answer

Hi,

So these are fields that are completed on the portal form (below)

But i dont see the corresponding fields within the various SQL builder options to allow me to filter out the duplications

I hope this offers some clarity to the query

Trudy P Claspill · Answer

Hello @Simon Morris

Welcome to the Atlassian community.

Are those the field names that are shown to the end user in the customer portal form they fill out? Or are those the field names you see when you are looking at the issue details view as an Agent within Jira Service Management?

Can you show us screen images that show how you are trying to find those fields when you are trying to write JQL or create a search?