Merge Duplicates for Jira Service Management
Merge a duplicate request into the original: comments, attachments, watchers and customers move over, the duplicate closes.
One action merges a duplicate into the original: description and comments as internal notes, attachments, watchers, labels, customers as participants if you choose, a duplicate link, a reply and the close. Runs on Atlassian.
What it does
- Likely originals first: same customer, similar summary
- Description and comments as internal notes, with author and time
- Attachments, watchers and labels carried over
- Customers added as participants only when you choose
- Linked as a duplicate, the customer told, the duplicate closed
- Every step shown; anything Jira refuses is listed to finish by hand
Where it appears
- On every request in Jira: More actions (•••) > Merge into another request.
How to use it
- Open the duplicate request and choose More actions (•••) > Merge into another request.
- Pick the original from the suggestions, or type its key.
- Check what will move, decide whether the customers become participants, and edit the reply.
- Choose Merge and keep the dialog open until it finishes.
- Open the original from the result.
Permissions
The app runs on Atlassian’s Forge platform and declares no permission to contact outside servers. It asks for these scopes:
| Scope | Why |
|---|---|
| read:jira-work | Read both requests (fields, comments, attachments, watchers, links, transitions) and find likely originals with JQL. |
| write:jira-work | Add the internal notes, attachments, watchers, labels and the duplicate link to the original, record the merge on the duplicate and close it. |
| read:jira-user | Show the names of comment authors, watchers and customers. |
| read:servicedesk-request | Read the participants of both requests. |
| write:servicedesk-request | Add customers as participants to the original and send the reply on the duplicate. |
Data and privacy
- What the app stores
- Nothing in app storage. An issue property on the merged request records which request it went into and when.
- Personal data
- None stored by the app. Copied notes name the original authors, as the comments did.
- Logs
- None; the app has no backend.
- Where it lives
- Nowhere outside your Atlassian site: the app works in your browser with your own permissions and keeps nothing.
Details for all apps are in the privacy policy.
Good to know
- Attachments over 25 MB are not copied; the result names them.
- Copied comments are posted by the agent who merges, with the original author and time in their first line.
- Images inside comments are replaced by a note; the files arrive with the attachments.
- Keep the dialog open until the merge finishes.
Questions
No. Description and comments arrive as internal notes. Only customers you add as participants see the replies on the original.
No. The merge runs as the agent, so Jira's permissions apply to every step.
Then the duplicate stays open and the result says so; everything else is merged.