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  1. Jira Service Management Cloud
  2. JSDCLOUD-12369

Avoid Duplicate Issues With Same Summary Field

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    • Resolution: Unresolved
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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      As a Jira agent, I want a way to avoid duplicate issues created by a monitor that checks for failures periodically, so that we don't need to waste time and cycle in linking and closing duplicate issues and focus on resolution. 

       

      Acceptance Criteria

      • A configuration for "New issues with Summary matching existing issue"
        • The scope should be Project
        • The configuration should provide the options
          • Ignore: The JSD system takes no action on the new issue and discards it. 
          • Comment: The JSD system takes the new issue and updates the existing issue with a new comment. 
      • An option to ignore certain strings like "RE:", "FWD", "ID###", "PROD", "DEV", etc.
        • This is so the Summary "ID123: system1 down" and "ID246: system1 down" can be considered the same issue, if the user chooses to.
      • This should only apply to new issues created via inbound email or REST API.  Issues created via the portal should not be affected. 

              36bd3fea80e3 Makarand Gomashe
              1a5951e06b5c Simon Wong
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                Created:
                Updated: