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Similar requests - what do you guys think about this?

Jack Community Leader Jun 15, 2021

So I noticed the other day this new panel for similar requests in my JSM tickets. It may have been there for a while but it is the first time I noticed it. I was playing with it a bit and found limited documentation.

I'm wondering if this is going to evolve where we can actually take actions on similar request such as merging them or easily marking as duplicates etc. My question to anyone that has been looking at this is what information do you have about this and how effective do you find the algorithm for finding similar requests? Unless I missed it there are no configuration options other than to turn it on and off is that the case?

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Pic for reference:


I have also noticed the panel a while ago in two places (Queue Overview & Ticket Bottom) and already tried to discuss that on Reddit, but people didn't have a strong opinion.

I didn't find the feature very useful as of today - mainly for two reasons:

  • It doesn't find all similar requests I'm looking for
  • It doesn't give hints about HOW similar tickets are (not very similar vs very similar) and WHY they are related (same topic? 1-to-1 copy? email reply?)

I did talk to @Pedro Mateus Silva Schawirin from an OPs perspective on this JSM feature (since he was looking for a solution here), and I remember that it didn't work for their team either, but I don't remember why. Maybe he can remind us. :)

Jack Community Leader Jun 16, 2021

Thanks for the reply. Indeed I wish there was more information on the algorithm used. I would also really appreciate the ability to configure this in some manner to make it more effective and ideally it would have some AI behind the scenes. I may reach out to Atlassian to get more info.

I now remembered that Atlassian has announced stuff like this under the brand "Atlassian Smarts" and there even is a community for it:

You may want to post in that community, but tbh it looks pretty dead. :)

Like Jack likes this

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