Getting Started with Issue Merger for JSM

Streamline your Jira Service Management by consolidating duplicate tickets and related information efficiently.

Initial Setup & Configuration

Before using the Issue Merger, please ensure a Jira administrator has configured the necessary access permissions. This is done via the Issue Merger Configuration page within "Manage apps".

The configuration page also includes an option to Enable Verbose Logging. This setting can be useful for troubleshooting by providing more detailed (INFO and DEBUG level) logs. It's recommended to keep this disabled unless actively debugging.

How to Use Issue Merger

Follow these steps to merge two issues:

  • Step 1: Open an Issue: Navigate to the Jira issue you want to use as the primary or source issue.

  • Step 2: Access the Merger: In the issue view, find and click on the "Merge Issue" option (often in the right sidebar or under the ••• menu, depending on your Jira layout and other apps installed).

  • Step 3: Select Target Issue: In the Issue Merger panel, search for and select the second issue (the target issue) you want to merge with. Issues must be in the same project.

  • Step 4: Compare Fields: Click "Compare Issues". A side-by-side comparison of all common, editable fields will be displayed.

  • Step 5: Choose Values: For each field, select which issue's value (Current or Target) should be kept for the final merged state of the target issue. You can also choose "Not set" to clear a field if applicable.

  • Step 6: Manage Description: Review and select which issue's description to use, or choose to have no description.

  • Step 7: Select Attachments: If the source issue has attachments, you can select which ones to copy to the target issue.

  • Step 8: Handle Comments: Choose which comments from the source issue to copy. Also, select how the merge action itself should be commented on the target issue (e.g., an internal note with a summary, a public comment, or no automatic comment).

  • Step 9: Review & Merge: Once all selections are made, click "Merge Issue". The selected data will be merged into the target issue, and a detailed summary comment (if chosen) will be added.

Key Features & Best Practices

  • Consolidation: Ideal for merging duplicate tickets or combining closely related issues to maintain a single source of truth.

  • Data Integrity: Carefully review field values, descriptions, comments, and attachments before merging to ensure the most accurate and complete information is preserved in the target issue.

  • Audit Trail: The merge summary comment (if enabled) provides a valuable audit trail of what was merged and from where. Ensure it's set to an appropriate visibility (public or internal).

  • Attachments & Comments: Select only relevant attachments and comments to avoid cluttering the target issue while preserving essential context.

  • Permissions: Access to the Issue Merger is controlled by Jira group memberships, configured by your Jira administrator.

Support

If you encounter any issues, have questions, or need assistance with the Issue Merger for JSM, please contact us at support@io.technology