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Automation to link duplicated issues in JSM

Sara

Hello, I'm using a Jira service project configured so emails sent to a support account creates an issue, but the problem is that is duplicating issues when an agent replys directly to that email instead of answering in Jira, so I want to create an automation that links both tickets, but didn't work as expecting. I'm using the summary to compare is the same but as is not exactly the same as the second issue contains "Re:" + summary previous one. Can someone help me?

Example:

first issue summary: "account blocked"

second issue summary: "RE: account blocked"

Automation:

Captura de pantalla 2024-08-13 a las 16.56.31.png

Thanks!

Accepted answers

Fernando Eugênio da Silva

@Sara ,

Instead use your JQL condition, you need to use a Lookup Issues and use your JQL to find similar issues. The lookup issues action will give a query in Jira and bring the similar issues to you. To see all issue.key similar found by your lookup issues, just use: {{lookupIssues.key}}. You can use this same smartvalue to link your current issue with the similar issues founded.