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How can you find duplicate issue tickets in Jira Service Desk v 8.13.5?

We are trying to identify issue tickets that are duplicates. Is there a way for us to identify duplicates in Jira Service desk v. 8.13.5 without using or adding in plug-ins or add-ons? Please do let us know. Any assistance is helpful to us. 

2 answers

3 votes
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Jul 04, 2021 • edited

Hi @Tee Khema ,

I'm not sure if this answer is helpful as you've said you're on v8.13.5 which leads me to believe you're on a server edition of Jira Service Desk. But in the delpoyment type and in the tags you've added the cloud tags?

In Jira Service Management cloud you can use automation to close duplicate tickets. In the cloud edition you can use a related issue branch to find issues with a similar issue description and link those issues. The branch uses the same "smarts" as the search that powers Jira to look for similar issues.

Your automation would look something like this:

Screen Shot 2021-07-05 at 10.49.19 am.png

This is only available on cloud. If you are on the server edition I'd suggest updating the tags on the question to make sure the right people see it :)



Hi @John ,

Please, help me with this rule. It seems like a really simple one, but it doesn't work, issues are not linked:


To test the rule I pick any ticket in the project and create the same with slight modifications or without them at all to increase the chances of 'similarity', but Audit log says:


It's a Jira Software project. Or does it work only for JSM?

I was thinking about the following if creating something like this 'manually': there's JQL 'text' that checks both summary and description on all the tickets in the backlog and finds similar by the text you mention in this JQL. If there were a possibiluty to check a newly created issue's summary and description with this rule, that could be a way out, but I'm not sure if it's possible.

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