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  1. Jira Service Management Data Center
  2. JSDSERVER-14739

Add an option to avoid agents creating duplicate tickets for same incident

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      From the JSM perspective, it would be really great to have the option to avoid duplicate ticket creation by the agents/users for the same issue. This will certainly add value to the product as it will help in achieving quality in issue reporting.

      Options that I can think of are(not limited to),

      • Displaying a list of OPEN issues reported by the same user with the summary- this could help in preventing creation of duplicate tickets from same user
      • While typing SUMMARY, match the keywords/errors and suggest if it is similar to an ongoing issue
      • An option to add impacted customers to the same ticket rather than creating multiple tickets for the same incident

            [JSDSERVER-14739] Add an option to avoid agents creating duplicate tickets for same incident

            SET Analytics Bot made changes -
            Support reference count New: 1
            Marc Dacanay made changes -
            Labels New: ril
            Marc Dacanay made changes -
            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 978565 ]
            SET Analytics Bot made changes -
            UIS New: 1
            Nikhil Janardhanan made changes -
            Link New: This issue is related to JRASERVER-1633 [ JRASERVER-1633 ]
            Nikhil Janardhanan made changes -
            Link New: This issue is related to JSDSERVER-6437 [ JSDSERVER-6437 ]
            Nikhil Janardhanan made changes -
            Description Original: From the JSM perspective, it would be really great to have the option to avoid duplicate ticket creation by the agents/users for the same issue. This will certainly add value to the product as it will help in achieving quality in issue reporting.

            Options that I can think of are(not limited to),
            - Displaying a list of OPEN issues reported by the same user with the summary
            - While typing SUMMARY, match the keywords/errors and suggest if it is similar to an ongoing issue
            - An option to add impacted customers to the same ticket rather than creating multiple tickets for the same incident             		New: From the JSM perspective, it would be really great to have the option to avoid duplicate ticket creation by the agents/users for the same issue. This will certainly add value to the product as it will help in achieving quality in issue reporting.

            Options that I can think of are(not limited to),
            - Displaying a list of OPEN issues reported by the same user with the summary- this could help in preventing creation of duplicate tickets from same user
            - While typing SUMMARY, match the keywords/errors and suggest if it is similar to an ongoing issue
            - An option to add impacted customers to the same ticket rather than creating multiple tickets for the same incident
            Nikhil Janardhanan made changes -
            Summary Original: An option to help agents creating duplicate tickets for same incident New: Add an option to avoid agents creating duplicate tickets for same incident
            Nikhil Janardhanan created issue -

              Unassigned Unassigned
              4a39baba09d4 Nikhil Janardhanan
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                Created:
                Updated: