Query for Related Tickets

[Kayde Adair]

I am working on setting up a JSM project which will be used by internal agents in requesting help from seniors. In addition to the Confluence articles which are suggested as the agent is submitting the request, I would like the agent to be able to see related tickets.

Use case: if an agent submits a ticket about a feature being broken, this could automatically find any bug tickets that could be related, allowing the agent to be aware of bugs without relying on a senior to memorize all the bugs in the backlog.

I know there's the "similar tickets" on the senior's end, but we want the initial agent to be able to self-serve as much as possible. I'm assuming this could be possible through some kind of JQL query, but haven't been able to figure out how to do it.

I tried with the "Elements Overview" app from the Marketplace, but it's just listing every ticket, not anything targetted.

[Trudy Claspill]

Hello @Kayde Adair 

Welcome to the Atlassian community.

Are the agents creating the issues through the customer portal? Are the agents creating these issues member of the Service Team role in the project or are they just customers of the project?

[Kayde Adair]

Hey @Trudy Claspill

They would be creating them through the customer portal. We're not yet sure how many how be Service Team members, so looking to do this as if they are just customers of the project.

[Trudy Claspill]

Based on my research there is no native method to allow customers to search for issues via the portal except for issues that are already visible to them. And there does not appear to be a method to search for issues as part of entering a new request. The searching would have to be done before the request is created.

[Kayde Adair]

Thank you so much! I appreciate your quick response and expertise.

[Maelle Cartron - Elements]

Hi @Kayde Adair  !

Welcome on Community! 

You can achieve this use with Elements Overview app by configuring it to display related tickets dynamically based on JQL. For your scenario, you can create an overview that shows unresolved bug tickets related to the agent's request.

Here’s a sample JQL query you could use:

jqlCopier le codeissuetype = Bug AND status != Done AND text ~ "{{issue.summary}}" OR text ~ "{{issue.description}}"

This query searches for unresolved bugs that match the text in the current request's summary or description. If you’re using linked issues, you could try:

jqlCopier le codeissueLinkType = "Relates" AND linkedIssues = {{issue.key}} AND issuetype = Bug AND status != Done

To set this up in Elements Overview go on configuration page and use the above JQL in the focus section to filter tickets. You can test the JQL and see if it's working as you want it. 

Let me know if you need further help setting it up!

Best regards, 

Maelle, Elements Overview Product Marketing Manager

[Kayde Adair]

Hello Maelle! This would be great!

When I try to copy and paste the two options above, I get an error? I've included screenshots if I can please ask you to review and see if maybe I'm doing something wrong?