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:

Thanks!

[Fernando Eugênio da Silva · Accepted solution]

@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.

[Sara]

Thank you! I've modified it, but didn't link the issues, I'm missing something.

[Sara]

Hi @Fernando Eugênio da Silva can you please help with my last comment? thanks After changing the rule is still not linking issues

[Fernando Eugênio da Silva]

@Sara , didn't saw your answer.

Well, for your Link Issue action use the smartvalue {{lookupIssues.key}} instead Trigger Issue.

If didn't work, please, share a screenshot about your link issue action

[Sara]

np at all. Thanks for your answer.

How can I add a smart-value? only have the option to trigger issue or most recently created issue:

[Fernando Eugênio da Silva]

Hey @Sara 

You can just copy and past the smartvalue or type manually. Like this image. 

[Sara]

Thank you!