How can I merge tickets in Jira Service desk?

How can I merge tickets in Jira Service Desk?

7 answers

2 votes

I think we need a merge feature.

I have some devices that throw alerts in the middle of the night sometimes. I might get a set of HTTP, HTTPS, login page missing, latency, etc., when a server goes down or I lose the network. The one incident might generate 10 or more emails and 10 or more tickets. Since the root cause is the same, I'd like to be able to merge all these tickets into one issue.

So, how would you handle this barrage of tickets on the same issue?

Freshdesk offers this feature, by the way.

Thanks.

We need merge functionality as well. Sometimes, a person working with a client is forwarded an email from a ticket by the client, and they respond to the email. Service Desk creates a new ticket for them because they were not added as a request participant initially.

Yes, we can link the tickets, but then you lose the ability to see all discussions in a single ticket. I would rather "merge" the tickets, so that their emails get included into the stream. 

With regards to Service Desk, I would see merging do the following things:

1) Make the merged ticket id an alias for the original ticket, the same way that moving a ticket does.

2) Add all comments from the merged ticket into the original ticket.

3) Add Reporter on merged ticket to list of Request Participants so that any further responses from the person do not create new tickets.

 

This happens all the time when our customers CC: their own service desk on a request to us, and someone from their support team responds.

This is exactly the same situation I encounter all the time. I am required to manually copy and paste each of the replies into the main ticket then link and close out the 'splinter' tickets. Then if they reply again, it just wakes the ticket back up and forces me to do another copy, paste and close procedure. It is very time consuming and tedious.

 

+1 on the Merge idea. If it could just use the current time stamps from the splinter ticket and append them to the main ticket, that would be fantastic.

Yep! Same here. The manual merge is a pain!

Manual merge is not even a solution. The main issue is that when people reply to the old ticket, the responses go into the duplicate. What we'd like is that after the merge, the ticket that was merged in becomes an alias such that any additional incoming comments go to the parent ticket.

0 votes

There is no function for "merge", as people making service requests generally don't expect to have their requests lumped together.

You'll need to find or write some code that can do whatever you want from a "merge" (I'd assume it's really "copy bits of one issue into another and then delete it)

0 votes

You can't merge tickets. However you can link both issues and mark one as a duplicate of the other. Thanks to automation rules, you can certainly update both tickets in the same time. 

+1 for Merge.

"people making service requests generally don't expect to have their requests lumped together" isn't a solution, and isn't my experience.

All the competitive offerings have this functionality (Zendesk, Freshdesk, ManageEngine, Zoho, ..)

0 votes

We had the same problem with VTiger application and then have an option to Merge Tickets which works great all information including documents are merged into one ticket nothing is lost.

Basically every other tool on the market has the ability to merge tickets, but Atlassian is going to stick with the "you can mark one as duplicate". The issue with marking as duplicate is that users keep responding in email to the closed ticket and the conversation goes in two different tickets.

Here is the link in Atlassians request queue:


https://jira.atlassian.com/browse/JSDCLOUD-4685

though I wouldn't hold my breath on ever having this feature implemented. I've seen features with hundreds of votes sit for years without any work from Atlassian.

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