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Automatically cancel duplicate request

Phu Huynh _Admin_

Hi community and friends,

I have a question about "Automatically cancel duplicate request".

My context:

1, There was a ticket raised for an issue.

2, Few days later, a new ticket is also raised with the same format.

My question, How can I automatically cancel the request which is raised at the second time. I'm not sure if the Automation rule can handle my idea or not.

Please advise me some solutions to solve it.

Thank you!

Accepted answers

Jehan Bhathena

Hi @Phu Huynh _Admin_ ,

You can try to create an automation with the below logic:

Logic behind this, when an issue is created we use the Lookup action to search for all issues with that exact summary, if we find more than 1 that means there are 2 issues with the same summary, which can be marked as Duplicate then.

You can tweak the lookup action's filter to suit your JQL better.

All comments

Bill Sheboy

Hi @Phu Huynh _Admin_

How are you determining that a request was a duplicate?

If that can be determined by examining the fields, a Jira Automation rule could transition the issue to "canceled": https://www.atlassian.com/software/jira/guides/automation/overview#what-is-automation

Kind regards,
Bill

Phu Huynh _Admin_

Hello Bill, I'm glad to get your support. The duplicate ticket is the same as the main one. I'm going to compare the summary of those tickets, or a specific custom field in the ticket (I have a field called "Email") and I will use that fields to compare 2 tickets together.

Thank you for your suggestion, will revert to you once it works for me.

Phu Huynh _Admin_

Hi Bill and community,
I will give you an example here. There are 5 created tickets with the Summary below:

TKT-1 _ Onboard | Huynh Thien Phu

TKT-2 _ Onboard | Rosie Thai

TKT-3 _ Onboard | Nguyen An Binh

TKT-4 _ Onboard | Giap Ngoc Hai

TKT-5 _ Onboard | Vu Dai Nghia

Today, there is a new ticket raised the same ticket TKT-5. It's TKT-6 _ Onboard | Rosie Thai
I would like to automatically cancel the ticket number 6. Because it's duplicated with the TKT-5.
I've tried to compare the summary, however, I cannot use smart value to compare the summary of the TKT-6 to the rest. Do you have any idea?

Thank you!

Jehan Bhathena

Hi @Phu Huynh _Admin_ ,

You can try to create an automation with the below logic:

You can tweak the lookup action's filter to suit your JQL better.

Bill Sheboy

You could create a rule which compares the Summary to other issues, using the JQL CONTAINS ~ operator with the "exact phrase" matching syntax: https://support.atlassian.com/jira-software-cloud/docs/jql-operators/#CONTAINS----

Phu Huynh _Admin_

Hi @Jehan Bhathena

I appreciate your detail information, I found out the solution to solve my issue. And luckily, it looks same as yours.

I would like to show it here to help other people if they have the same issue as me.

1, I create 2 temporary Variables

2, Compare the field "Email Address" of the trigger ticket

3, The rest components are just to link issues, and comment.

The whole automation rule as below

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