Pull up related tickets from a ticket?

Daniel Helm

This seems like a basic function I'm missing, but every answer I find says to use JQL. 
When in a ticket, I'd like to pull up all tickets from the same reporter, issue type, etc. 

For instance, the user sends a ticket that they can't remember the resolution from a previous issue. Shouldn't I be able to click something that immediately pulls up the reporter's ticket history instead of having to leave the ticket to do a JQL search? 

Is JQL really the answer here, or is there a feature that needs to be enabled somewhere for this kind of functionality?

Chris Rainey

Hi Daniel,

It appears you have JSM Premium. If this is true, I highly encourage turning on "Customer and organization profiles" in the Features area within the service project settings. 

With this enabled, you can have a "Customer details" area within a Jira issue. When you click on this, you'll then be taken to a customer profile, where you can see past tickets that the customer has submitted, custom attributes that they have, and even a customer notes section for agents to provide notes about a particular customer.

Sending some screenshots of what this looks like. 

As far as quickly seeing a customer's ticket history, this is a great option as no JQL is needed.