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Suggestion
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Resolution: Unresolved
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None
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5
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
We often get multiple requests for the same thing. Sometimes it is because of human error and other times because of a customer replying to a notification via a different email address.
We MUST have the ability to be able to merge issues. This is standard in all the leading service and support desk systems. Our customers (internal) all log in via single sign on. However half the users use an alias as their primary email and this means we get duplicate issues for 50% of requests as soon as the customer replies to a question.
Currently we have to delete the new "duplicate" as the SLA would be inaccurate and the user would get very confused.
[JSDSERVER-4685] Merge issue feature needed
Oh my gosh, I thought I was just overlooking something right in front of me - but it turns out there is no way to merge tickets? That's like not being able to open tickets, or close tickets, or even reply to the customer... it's one of the most fundamental things you need to do with tickets. It is a completely normal daily occurance that someone will raise a ticket for an issue that is already being worked on, or even more trivial that a fault can cause monitoring systems to detect lots of impacted services and raise multiple emails and therefore tickets - you simply merge those into the original tickets so there is a single ticket for that issue and all affected parties thereafter get the updates.
This doesn't need "consideration", it is a core function that was accidentally overlooked and needs implementing immediately. A disclaimer should be added to the product in the meantime apologising for the oversight and assuring a date of when it will be implemented - it's that big of an oversight.
Even here, you can see that linking is insufficient. This ticket is linked to JSDCLOUD-4685, a duplicate but with a different status and a different number of votes.
I need this. I wrote a tool to manage our tickets from email before we switched to Jira. My tool used the conversation array of hashes from within the exchange emails to keep the conversation grouped together, so that when people replied, I could link things together still within my application and a single ticket. So it should be doable using the email injection part of Jira, if that conversation hash is stored when a new ticket is created. If a new email coming in has a conversation hash that matches an existing ticket, it can just be added as a comment to that existing ticket. I believe its called the ConversationIndex
https://learn.microsoft.com/en-us/previous-versions/exchange-server/exchange-10/ms528174(v=exchg.10)
All service desk platforms suck, certain ones just suck less. ;-(
Regarding the previous comment about how Zendesk offers the merge ticket capability- that's true... and if Atlassian does do a ticket merge feature - you can DEFINITELY beat Zendesk by offering an UN-MERGE option!!! Zendesk's merge is permanent.... very bad for when it's done by accident. Users complain about it all the time.
+1