Since 2009
Merge Requests for Jira Service ManagementJira Service Management Cloud · Atlassian ForgeMerge duplicate requests into one
When customers raise the same problem more than once, agents end up answering in several places. Merge Requests lets an agent pick the duplicates from the request itself, see what will be copied, and confirm. Comments, files, people and links move to the main request, and the duplicate is closed. Nothing changes until the agent has seen the preview.
What it does
One request, with everything the customer sent
Merge from the request
Open Merge requests from the ••• menu, pick up to 10 duplicates from the same service project, and preview. After the merge, each duplicate is linked as a Duplicate of the main request and moved to the done status your Jira admin chose.
Comments, files, people and links
Comments are copied with who wrote them and when. Internal comments stay internal. Files, request participants, organizations, watchers and issue links are copied too. Anything left out, such as a file over your size limit, is listed with the reason.
Customer emails, your choice
Jira emails customers about every public comment, and apps can't stop that. So you choose: copy public comments as public and tell the customers, or copy them as internal comments so no customer email goes out.
A log of every merge
Each merge is written to a log before anything changes: what was copied, what was left out and why, and who started it. Jira admins can download the log as CSV.
Built to be safe
How it keeps a merge under control
The app reads every request and shows what will move, and what stops the merge, before anything changes. When the agent clicks Merge, it checks everything again from scratch.
Only agents of the service project can merge, and only when Jira says they can see, edit, comment on and link every request, and change the duplicate's status. Settings and the log are for Jira administrators.
Closing the duplicate is the last step. If a step fails, the merge stops, says which step, and leaves the duplicate open. Try again carries on without copying anything twice.
No servers of our own and no API key. Settings and the log stay in Atlassian's storage for your site. No comment text, file content, or names and emails of people are stored.
Getting started
Install, turn it on, merge
Install
From the Atlassian Marketplace, in Jira under Settings → Apps → Find new apps, with a free trial.
Turn it on
Open Settings → Apps → Merge Requests, turn merging on for a service project and choose the done status for duplicates. Merging is off until you do.
Merge
On a request, an agent opens ••• → Merge requests, picks the duplicates, checks the preview and clicks Merge.
Paid through the Atlassian Marketplace, per agent, billed on your Atlassian invoice, with a free trial. The listing is not public yet. Request access or ask a question.