Stacix

Support: Merge Duplicate Requests

Email: support@stacix.com Response time: within 1 business day (Monday–Friday, India time, UTC+5:30).

When you write, please include:

  • Your site URL (for example yourcompany.atlassian.net)
  • The main request's key, and what you saw in its Merged requests panel
  • What you expected and what happened, with a screenshot if you can

Common questions

The merge action isn't on a request. It appears in the ••• menu of requests in service projects. You need permission to comment on and transition the request.

A suggested duplicate is missing. Suggestions are open requests from the last two weeks in the same project with a similar summary. Use the search box in the merge window to find any other request by key or words.

"Couldn't add 1 person". Jira only lets a customer follow a request in a service project they're allowed to use. Check the project's customer permissions (or the customer's organization), then add them to the main request by hand.

Undo didn't reopen the duplicate. Your workflow has no step out of its closed status (Jira Service Management's default workflow can't reopen Completed or Canceled). Undo reversed everything else, told the customer an agent will follow up, and left a "Follow up with the customer" note on the request.

The customer got a satisfaction survey for the merged request. Jira sends it whenever a request is closed; apps can't stop it per request. Merged duplicates are labelled merged-duplicate, so you can leave them out of your satisfaction reports. In company-managed projects, closing duplicates with a step that doesn't set a resolution avoids the survey. See the user guide.

A customer replied to their old request. The reply is copied to the main request as an internal note within a few seconds. Answer on the main request; the customer follows it.

I closed the merge window part way. The merge stops cleanly. The Merged requests panel shows what was done (marked Incomplete) and can undo it, or run the merge again: requests already merged into the same main request are skipped.

Does the app send data anywhere? No. It runs on Atlassian Forge and keeps its records in your site's Forge storage. See the privacy policy.

Feature requests

Email us. We read every request and use them to plan updates.