mararn1618 _secretbakery.io_ Atlassian Partner

How did you integrate Asana with Jira? It seems like it's the integration's fault. Cheers, Markus

Hi @Joachim Due, I have a blogpost that explains how to link and close duplicate issues using automations - hope that solves your issue? * Jira Using Automation Rules to manage Duplicate Tickets Kind Regards, Markus // Author of Duplicate AI

Hey @Gil, I think the second part of my blog post (see below **) should fix your problem? In case it does, I'd be happy if you mark this as the accepted answer. :) Kind Regards, Markus // Author of Duplicate AI ** Blogpost: Jira Using Automation Rules to manage Duplicate Tickets

Hey @Rasa, I just wanted to link an article I recently wrote about how to write an automation rule to manage duplicate tickets. * Jira Using Automation Rules to manage Duplicate Tickets It's very similar to the accepted solution, but I think other people could benefit from the additional detail and illustrating images in…

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: * The whole ticket content is…

Hi @Monica Yost, I realize this is not the perfect answer, because it does not solve the root cause, but you could try to workarounds that I have descriped in separate blogposts * Use an Automation to link and close the duplicates Jira Using Automation Rules to manage Duplicate Tickets * Create an Organization for your…

Hi @Christina Monti, I'm the author of Duplicate AI, which is a plugin that helps finding and merging duplicates. From my point of view you could try two things: * A simple automation like I wrote in a recent blogpost (https://www.secretbakery.io/posts/atlassian-jira/jira-automation-rules-to-manage-duplicate-tickets/) * My…

Hey @Dylan, imo the second part of the automation doesn't make sense. I wrote another HowTo, that shows how to create an automation to * link duplicates * close duplicates (set their status) * using Jira Automation See: HowTo: Jira Using Automation Rules to manage Duplicate Tickets This one should work, hope it helps. :)…

Hey @Bill Tang, I want want to mention there is a marketplace app [1] for quickly merging those duplicates. You will basically get a sidebar where duplicates are shown and can be merged with one click. Full disclosure: I have developed that app.…

Looks very cool. :-)

Are both email addresses ( sender and cc ) added to the same customer organization in JSM?

@daniel.lorenzo thanks, let us know how it goes. Would be great if you share any pitfalls.

Hey @Michael Wendrowski , don't know if you have seen it – the app Duplicate AI will automatically display those falsely created new tickets and let you merge them with one click. Disclaimer: I'm the app owner. 😉

@Demetrios Mallous, you can restrict the view access within an organization. This means that a ticket requestor will have to explicitly share it with another person in his organization, i.e. * cc him on his email * add him as request participant Other people from the organization will not be able to see the ticket details.…

@Keith Jones , @Supakij Ngamwongpaiboon : You can enable / disable the sharing across the whole organization in the settings: -- Disable automatic sharing of tickets -- In this case: * Customers in the same Organization cannot see the other customers' tickets * Only if a customer put's another customer on CC: That customer…

@Supakij Ngamwongpaiboon I believe this is only possible as a custom solution (fingers already itching to write code ;)). You can also try to automate organization building from tickets - I have 0 experience, so not sure if possible, but my thoughts are: * Manually create an Organization for your customer's TLD (e.g.…

@Supakij Ngamwongpaiboon, let me see if I understand: Your client has hundred of users and you need to sync them. Which one of those is your problem at hand? * You don't have a data source for all of of the email addresses. * The email addresses change frequently. * You don't know how to automate the syncronization of…

Thanks @Mariano, I really appreciate your kind words. Let's me know I built something meaningful for the community. :) --- For the animations I use https://www.screentogif.com/. It's 100% free and much better than all the paid stuff I have tried! :)

Hey @Leon, that sounds like the same scenario like over here: https://community.atlassian.com/t5/Jira-Service-Management/Request-participants-not-being-added-with-Email-CC/qaq-p/1726401#M80514 I think you can: * Put all execs' emails in customer organizations * Disable auto sharing In this case execs can CC other execs and…

It can be a lot of things, e.g. duplicate mail handlers, legacy automation, .. Some threads to look at: * https://community.atlassian.com/t5/Jira-Service-Management/Duplicate-Issue-is-created-automatically/qaq-p/1701648 *…

Great piece of content! 👍

Wow, that's really great to hear. Thanks! 😀

Hey, that sounds like you want to do everything like the article says, BUT: -- Disable automatic sharing of tickets -- In this case: * All customers are in the same organization * One customer cannot see the other customer's ticket * Only if a customer put's another customer on CC that customer will be added as request…

I now remembered that Atlassian has announced stuff like this under the brand "Atlassian Smarts" and there even is a community for it: * Article on Atlassian.com, Article on Techcrunch * Atlassian Smarts community You may want to post in that community, but tbh it looks pretty dead. :)

Hi @Álvaro, the users basically need to (1) be in the same customer Organization and need to have (1) sharing permissions. I've revently put all of this together in an article: "Quickfix ☝🤓 – Solve Duplicate Tickets from Emails with Customer Organizations". Hope it helps!

Pic for reference: I have also noticed the panel a while ago in two places (Queue Overview & Ticket Bottom) and already tried to discuss that on Reddit, but people didn't have a strong opinion. I didn't find the feature very useful as of today - mainly for two reasons: * It doesn't find all similar requests I'm looking for…

Hi @Derek Fields _RightStar_, I think this is really cool. I am a bit hesitant about Summary ~ "{{emailSubject}}", since it might catch completely separate incidents (e.g. "internet down", "my internet is down"). Do you experience problems like this? How well does this work for you? I own a duplicate finder plugin and was…

Hi @Supakij Ngamwongpaiboon , you may want to check out my brand new article "Quickfix ☝🤓 – Solve Duplicate Tickets from Emails with Customer Organizations" on exactly how to fix this issue. 😁

Curious as well

Hi @Roddy Pratt, this can be solved using Organizations. If all of the included email addresses are within the same customer Organization, then the CC'ed people are added as request participants. Step 1: Create a customer org & add all customer email addresses Step 2: CCing works! For more details please have a look at…