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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. 

1 answer

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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 :)

Thanks,

John

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