Duplicate issues in Jira Service Desk

[WasimBuden]

Hello,

We recently installed the Jira Service desk cloud, we are struggling with too many duplicate tickets, how to avoid it?

Example: We are creating tickets for the same server, same port or the same cluster. I have used service now and other tools they pop up similar tickets for Server ID or component ID. anything anyone has used similar to this?

Say client 'X' opens a ticket I need to see all his or his Organization tickets open recently or in a month something like this!

Thanks in advance. 

[Trevan Householder_Isos-Tech-Consulting_]

@WasimBuden You can use Organizations for this:

https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

Also, you can use Jira Automation to further eliminate any duplicates that may occur:

https://docs.automationforjira.com/rule-playground/index.html#/rule/112179

[WasimBuden]

Hi @Trevan Householder_Isos-Tech-Consulting_ 

This is not so relevant to our requirement, appreciate your response. What am looking at is something like a CMDB which will save all your cluster, servers, and each component with a CI, and when new tickets is getting created we see suggestions of all active tickets so that way we can avoid duplicates. 

Also for Organisation, how can i see if the user has another active ticket open or something opened in the last 3-7 days(example) for same issue?

[Trevan Householder_Isos-Tech-Consulting_]

@WasimBuden There are some good CMDBs out there that work very well with Jira.  My favorite at this point is Mindville Insight.  It's an Asset Management DB that can also be used for CMDB.  

https://marketplace.atlassian.com/apps/1212137/insight-asset-management?hosting=cloud&tab=overview

Another one is Device42: https://www.device42.com/benefits/

Regarding Organizations, once you have your people grouped into an organization you can allow them to see all tickets created by that Organization and filter based on status, Created by, Request type.

[Wytze Kempenaar]

Hi @WasimBuden

You could also try STAGIL Assets. It's completely based on native JIRA functions (no other DB, same workflows and configuration) and also fully integrated in Jira Service Desk.
You do not have to leave the Jira GUI like in Insights, this approach is more based on advanced linking with fix logic.

https://marketplace.atlassian.com/apps/1215311/stagil-assets-advanced-links?hosting=cloud&tab=overview 

Best,
Wytze
STAGIL