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Suggestion
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Resolution: Unresolved
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509
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1
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
Thanks to Marc for raising this issue and for everyone who has provided input. We aren't considering this at this point in time as we currently support linking tickets as the recommended solution.
We recommend you use the link issue functionality in the short- to medium-term but will review whether or not we want to provide an enhanced solution during our next prioritisation sessions.
Best regards,
Jehan Gonsalkorale
Product manager, Jira Service Management
Problem: 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.
