How to reply, solve all duplicated tickets at one time?

[Bill Thang]

Hello,

I'd like to know how I can reply to/solve all tickets that are considered to be about the same issue at once without having to go in one by one to reply/solve?

I have tried to link the duplicated issues together but this only lets me know that there are tickets similar tickets to this one. 

Thank you!

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Bill Thang and welcome to the community,

In order to resolve issues, you have to

• Create a self transition to all active workflows on your project
• Inside this transition place a post function to set an automatic resolution (e.g. Done)
• Then find all your issues from the advanced issue search and
• Use the bulk change on all these issues
• Transition all these issues from the newly created self transition
• Check "don't send notification emails"
• Double check that everything is correct
• Run it

[Bill Thang]

Thank you Alex :) 

[Oday Rafeh]

Hi @Bill Thang , Welcome 

To reply to and solve all duplicated tickets at one time in Jira:

Search for the tickets that you want to update.

Select the tickets that you want to update.

Click on the "Tools" dropdown menu and select "Bulk change all X issues. "

In the "Choose an operation" screen, select "Edit Issues" and click "Next. "

In the "Edit Issues" screen, add a comment or update the resolution field to mark them as solved.

Click "Next" and review the changes in the "Confirmation" screen.

Click "Confirm" to apply the changes to all of the selected tickets.

[Alex Koxaras _Relational_]

@Oday Rafeh unfortunately you can't edit the resolution field from a bulk change (edit operation). You have to create a transition for it.

[Oday Rafeh]

@Alex Koxaras _Relational_ you are right 

the steps should be like this : 

Search for the tickets that you want to update.

Select the tickets that you want to update.

Click on the "Tools" dropdown menu and select "Bulk change all X issues. "

In the "Choose an operation" screen, select "Transition Issues" and click "Next. "

Select the transition that you want to use to update the Resolution field.

Fill out any required fields for the transition.

Click "Next" and review the changes in the "Confirmation" screen.

Click "Confirm" to apply the changes to all of the selected tickets.

[Bill Thang]

Thank you, @Oday Rafeh and @Alex Koxaras _Relational_ , this helps with changing the statuses of the tickets but is there a best practice to handling multiple tickets for the same issue/bug? 

[Oday Rafeh]

@Bill Thang Check this please 

handle multiple tickets for the same issue:

Link tickets: Connect related tickets in your issue tracking system.
Create a master ticket: Make one main ticket for the issue and link others to it.
Prioritize: Rank tickets by importance to resolve critical ones first.
Communicate: Keep your team informed about ticket updates.
Use labels: Add labels or tags to categorize related tickets.
Merge duplicates: Combine duplicate tickets into one and close the others.

[Bill Thang]

@Oday Rafeh How do I merge the duplicates? I see that there is an option to link an issue as "Merged from" but it does not actually merge and only acts like marking that ticket as a duplicate.

[Thomas Berger]

JIRA doesn't have an automated "ticket merge" function built in. You could try a custom automation rule (but it might get complex e.g. if there are comments etc.).

[mararn1618 _secretbakery_io_]

Hey @Bill Tang, I want want to mention there is a marketplace app [1] for quickly merging those duplicates.

You will basically get a sidebar where duplicates are shown and can be merged with one click.

Full disclosure: I have developed that app.

[1] https://marketplace.atlassian.com/apps/1224971/duplicate-ai-find-merge-duplicate-issues?tab=overview&hosting=cloud