Similar requests - what do you guys think about this?

[Jack Brickey]

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?

[Jehan Gonsalkorale · Accepted solution]

HI @Jack Brickey ,

Thanks so much for taking the time to ask this question. I actually work with the team that built the feature and we're looking to get feedback on it. 

If you are able, we'd love it if you could complete this quick survey, or just let me know if you'd like to have a chat. 

We are aware that the feature is still in its infancy, so looking to understand how we could improve this to better meet your needs. 

Would love to hear from you,

Jehan Gonsalkorale

Product manager, Jira Service Management

[sivaskanthan.jegatheswaran]

Hi @Jehan Gonsalkorale ,

I would love this panel/feature to be added to the Service Desk, such that when users are reporting an issue - they can see if the issue has already been reported and don't necessarily duplicate the issue. 

Is this possible with this panel? Now or planned for the future? 

Thanks,

Siva

[Jehan Gonsalkorale]

Hi @sivaskanthan.jegatheswaran , thanks for your input! That is, unfortunately, not possible at this time but one of many things we are looking into. This is a new feature that we want to test and learn with. Your feedback will help us understand how we can improve this. 

I'll provide updates in time as we improve this capability. 

Hope you're starting the year well,

Jehan Gonsalkorale

Product manager, Jira Service Management

[sivaskanthan.jegatheswaran]

Hi @Jehan Gonsalkorale ,

Thank you for the response and great to hear the team is looking into this. Wish you a fruitful new year.

Thank you,

Siva

[Radmila Tsvietkovych]

Hi @Jehan Gonsalkorale ,

Is there any news on the feature described above?

Thank you,

Radmila

[Manja Vogel-Kautz]

I'm also trying to find out, how this works. Atm it's not finding any similar requests, not even those with the same summary. So it's pretty much useless from users point of view.

[mararn1618 _secretbakery_io_]

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 Brickey]

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.

[mararn1618 _secretbakery_io_]

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

• Article on Atlassian.com, Article on Techcrunch
• Atlassian Smarts community

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

[Hines Trulock]

@Jack Brickey I too would love to know how it's searching.  We are close to releasing JSM to our support team and it would be good to be able to explain this feature in greater detail.  

[Chris McCullough]

@Hines Trulock take a look at this article about Atlassian Smarts. There's a section about the Similar Requests near the bottom where they list Labels, Components and Versions as some of the things they're cross referencing to predict "the top five suggestions".

In my own Jira Service Management site I'm using Labels (which are auto-applied using Automation from keywords during create/edit) and Versions but this feature doesn't work for me. I honestly haven't given a lot of time to troubleshooting it either.