A question about the basics - Ticket Management

[Gareth Rickets]

Hi All, I'm new to Jira so the learning curve is pretty steep right now.

Going through the training modules and using our Helpdesk in anger (so to speak), I know we can Link tickets.  I've even done it. 

I have three tickets that refer to the same issue.  I am selecting two of the three with the logic that the remaining unselected ticket can be used as the target for the Link.  The idea is to merge all three tickets into one.

Once Linked they don't move, which begs the question;  whilst we can Link tickets together, can we actually Merge them in Jira?

I even tried the option of "is merged into" within the Link dialogue, but that didn't seem to do anything.  

I'm assuming it's possible and I'm assuming I don't know the process yet.  Can anyone point me in the right direction please?

[Rustem Shiriiazdanov _Actonic_ · Accepted solution]

Hi Gareth,

Unfortunately, Jira does not natively support merging tickets. However, you can manually link similar tickets or utilize automation. For more information on automated linking based on similar issue descriptions, I would suggest referring to community discussions like this one: https://community.atlassian.com/t5/Jira-Service-Management/Automated-links-for-similar-issue-description-field-with-same/qaq-p/1862391 

To merge tickets, you may need to explore Marketplace solutions specifically designed for this purpose. You can start your search at the Atlassian Marketplace https://marketplace.atlassian.com/search?query=merge%20issues . This seems to be the best option until Atlassian implements a merging feature in Jira itself.

Hope this helps.

Rustem

[Gareth Rickets]

Thank you @Rustem Shiriiazdanov _Actonic_ Useful information, especially the automation aspect.  

[Kate Pawlak _Appsvio_ · Accepted solution]

Hi @Gareth Rickets

As @Rustem Shiriiazdanov _Actonic_ mentioned, there is no such native functionality in Jira. When you change a link type name is only a name, so this is why "is merged to" doesn't work.

Using automation rule, keep in mind that limitations has been changed recently (and you marked that you use Standard plan). You can read official announcement here: https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update

For merging issues, I can recommend you our app Issue Merger for Jira which allows you merge issues manually but also automatically. This is our automation, so it doesn't impact on your limitations in native automation.

[Gareth Rickets]

Thank you @Kate Pawlak _Appsvio_ the info about the add on is particularly useful.  We're going to look into that in more depth.