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Ticket creation

Is there a way of avoiding duplication of tickets in the service desk functionality and if so. Is there functionality to merge tickets instead of linking them?

Can you limit or block information provided via email which goes into the ticket via the service desk ie avoiding an email signature been included into the ticket.

Can you have multiple assignees & reporters? As well can you add external users without registering the user(s) ie to help resolve an issue.

2 answers

Hi @Andy Nichols ,

Welcome to the Atlassian Community!

Regarding your question about merging tickets: That's possible with our cloud app Merge Agent for Jira.

If you have questions or feedback about our app, don't hestiate to get in touch with our support team.

0 votes
Daniel Eads Atlassian Team Jul 17, 2020

Hi Andy,

To add some more context:

Can you limit or block information provided via email which goes into the ticket via the service desk ie avoiding an email signature been included into the ticket.

Jira Service Desk Cloud current doesn't have a way to trim signatures from emails. This is a frequent ask however and you can take a look at the feature request on our public Jira instance here: JSDCLOUD-5878 

 

Can you have multiple assignees & reporters? As well can you add external users without registering the user(s) ie to help resolve an issue.

Jira purposely only allows a single user to be the reporter or assignee on issues.

In Service Desk, you can use add multiple Request Participants who have access to see the issue on the customer portal and receive notifications about issue updates. You can configure your Service Desk to allow people to sign up as customers when creating issues.

On the backend of things, you would need to license additional users if you want to have more people working on them. It's possible to configure permissions so that issues in the Jira (not Jira Service Desk portal) interface are publicly visible. However, someone would need to have an account in order to make changes to issues or add comments.

Cheers,
Daniel

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