This seems like a really basic helpdesk feature that JSM is unable to complete without creating a workflow/automation/transition.
See image. User has responded to a ticket - a duplicate has been raised.
How do you link and close these?
Hey @Luke Murray,
I know this should be part of core JSM, but until now you need to merge issues manually or use apps. Speaking of apps: All of these actions can be done at once with Dupicate AI (>> Disclaimer: I'm the owner of that app. 😉 <<).
1. It will automatically find duplicate issues (e.g. duplicate email tickets) & highlight them in the sidebar like this:
2. Then you can then define one-click presets for actions you want to apply all at once, e.g.
I'd be super interested in your thoughts.
- Cheers, Markus
Thanks for your reply.
I've decided to move away from JSM and towards a fit-for-purpose helpdesk software.
IMO JiraSM is a badly designed and poorly executed Helpdesk. It lacks basic functionality, documentation is convoluted and too many options rely on 3rd party apps or paid for services.
Both Zendesk and Freshworks took less than 20 mins a piece to be fully functional.
@Luke Murray, sorry to hear that, but I also feel at times that the Atlassian products got too bloated and development too slow to catch up on fit-for-purpose alternatives developed from scratch.
@Jack Would be great to hear what works and what doesn't from a seasoned guy like you, so I can drive the product into the right direction. :)
JSM provides the ability to link two issues together manually and I assume you already understand how to do that? If you want to close something as a duplicate then what I typically do is I link it as a duplicate and simply move it to the Done status. I also often use a duplicate resolution code. I think however you’re looking for something a little more elaborate possibly?
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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