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Requirement of Merge Option in Service Desk

Hi Team,

Hope you are doing good

In the Latest Jira Service Desk we have seen , Multiple Select option which helps to Comment / Assign / Delete the Ticket which is good.

We are working on emails and based on emails the Ticket is Generated

If the Existing email trail is not continued and new email is created for the same Issue a New Ticket is getting Generated in Jira Service Desk so Agent will Link the Ticket Number however if there are 3-4 Tickets it will be good to have have Merge Ticket Option to avoid the multiple work. This Function was available in Manage Engine and which helps us a lot in closing the Tickets Specially when your cases are High.

Appreciate if you could look into above case and find better option to merge the issues.

 

Thanking you

Vinayak Marathe

  

2 answers

2 accepted

3 votes
Answer accepted

Hello Vinayak,

Welcome to Atlassian Community!

Hope you are doing well too.

We appreciate your feedback. 

When a customer replies a notification and they don't have permission to comment on the ticket, a new one will be created. Currently, it's not possible to merge tickets in Jira, it will only be possible by using add-ons.

There is a feature request suggesting the implementation of such ability:

Please, click on vote and watch to receive updates about the feature.

Regarding the add-ons, I found two add-ons that may help you with this case:

Regards,
Angélica

Hi Angelica, I see that feature has been requested since 2017! its been 5 YEARS ! Why do you link to it if there is no intention to do.... anything ?

1 vote
Answer accepted

Welcome to the community, @Vinayak.Marathe ! I am the product manager of Merge Agent for Jira.

It's indeed possible to merge tickets in Jira Service Desk with Merge Agent for Jira. Thank you for mentioning it, @Angélica Luz .

If you have questions or feedback about our app, don't hesitate to get in touch with our support. We usually reply within one working day.

This is a workaround, not a real merge, its great you have made something, but its limited by being a 3rd party offering... The core issue here is its pretty embarrassing that this standard core functionality isn't in the actual product. Honestly the fact that there a kludges and semi-functional work arounds just give Atlassian the excuse to not fix their actual product.

Welcome to the community, @Michael Grant .

I am sorry to hear that your work is suffering because merging issues is not a core feature of Jira.

If you still want to try Merge Agent for Jira, but miss a certain feature, don't hesitate to share your feedback with us. Maybe we can improve our app for your use case. 

@Marlene Kegel - codefortynine 

The problem with Merge Agent for Jira is that it doesn't Merge. It duplicates all the notes into the ticket, but both tickets still exist and if new notes go into the one of the other source tickets they don't go into the real ticket.

You should call your add-on - "Copy and Paste notes and attachments" not merge, because it doesn't merge tickets and to say that is misleading. Now I recognise this is a limitation of the core jira software, but it is misleading and gives Jira the excuse to pretend there is a work around when there isn't.

Your add-on doesn't merge, just because you put merge into the title, it has to actually merge tickets... which is does not do (and probably cannot ever do because Jira/Atlassian is too lazy to put in core service management functionality).

Thank you for you feedback, @Michael Grant

We made a conscious decision against deleting the source ticket after the merge. We want to avoid losing data if a merge is configured incorrectly.

However, we offer the option of closing the source issue during the merge and thus removing it from the queue.

It is also possible to sync future comments and attachments, which would solve the second problem you've mentioned.

merge-agent-jira_transition-and-sync.png

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