Prohibit multiple tickets for email address

[DeAnne Russ]

I would like the email address as the unique identifier.  How do I prohibit multiple request for a specific email address (not the person submitting the ticket)?

[Trudy Claspill]

Hello @DeAnne Russ 

Welcome to the Atlassian community.

I'm not sure I understand your question. Can you provide more information about your use case?

How are these issues being created?

[DeAnne Russ]

We are trying to streamline the process for onboarding folks to projects.  We've asked the PMs to include the resource name, project name, email address and etc for the resource that is being onboarded.  We would like to prohibit multiple records for the same resource.  We have the same folks that are onboarded and offboarded to different projects.  If we currently have their information, we would like to update the project information instead of a new record being created.  We would like a message stating the email address is not unique or the resource is currently assigned to a project.   Also, there's a possibility that the resource could be assigned to work on multiple projects at once.

I'm new to JIRA and trying to figure how to navigate it. 

Thanks for you help.

[Trudy Claspill]

Hello @DeAnne Russ 

Have you set up your issue types and custom fields?

How are the issues created? Are your PMs creating the issues directly in Jira or sending emails to have the issue created?

Are you using the Jira Software, Jira Work Management, or Jira Service Management product for tracking these requests?

Natively it will not be possible to check if the email address exists in other issues during the creation of a new issue, and prevent the creation of that issue. It might be possible to do so with third party apps.

It would be possible natively to check for duplicates after the subsequent issues are created, and take action based on that.

[DeAnne Russ]

Hi Trudy,

1. Yes, the custom fields have been created
2. We will provide them a link and they will complete the form 
3. Jira Service Management (It's displayed on the bottom of the screen)

Thanks for the information.  

[Trudy Claspill]

Hi DeAnne,

I have not worked much with Forms in Jira Service Management, so I am only about 95% sure you can't include with the form any sort of check against pre-existing issues to see if there is one that already includes the email value.

I think with native functionality your only path forward is to detect that after the fact that another issue has been created with the same email value, and then execute some actions based on that.

Some actions you might choose to take:

- email the reporter

- link the new issue to the original issue

- update the original issue with information from the new issue

- close the new issue