MergeSafe Merge & Undo Duplicate Tickets for JSM
In development. MergeSafe isn't available yet. This page describes the planned first version.
Merge duplicate service requests into one ticket, keep every comment and requester, and undo the merge in one click.
What a merge does
- Comments are copied to the target with an “Originally by” header, internal by default, so customers aren't emailed old comments.
- The source description is copied as one internal comment.
- Attachments are copied up to a size cap (default 10 MB); larger files are linked instead.
- The source reporter and participants are added to the target, so they keep getting updates.
- A “duplicates” link is added; other links and watchers can be copied too.
- The source is closed, never deleted, with one “merged into” comment pointing to the target (internal by default; public if you choose).
Undo
For 30 days after a merge, one click deletes the internal comments and files the merge created, removes only the participants, watchers and links it added, and reopens the source if your workflow has a transition back. Public comments stay, because Jira already emailed them, and an internal “merge undone” note is added. Anything it can't revert is listed.
Key features
- Preview before anything is written
- “Merge into…” action and a Possible duplicates panel (never merges automatically)
- Audit log searchable by project, user and date, kept 90 days. Clear history deletes it and finished or expired undo plans, but keeps snapshots for merges still within the 30-day undo window
- Works on JSM and Jira Software projects
- No external servers: data stays in Atlassian's Forge platform
6. Honest limits
- Copied comments and files show the app as author. The original author and date are in the "Originally by" header, because Jira doesn't let apps set them.
- Notifications: Jira's Add Comment API can't be silent. MergeSafe writes its internal comments through an issue edit with
notifyUsers=falseinstead, but the public "merged into" note (if enabled) uses Add Comment and can email the customer, and closing or reopening the source is a transition, which can notify. Jira's own notification rules apply. - Merges run as a background job, paced to Jira's per-ticket write limits, so they aren't instant.
- The source ticket is never deleted, only closed and linked.
- Participants are added only if the app is allowed to manage participants on that service desk; otherwise the merge leaves an internal note naming the people to add by hand.
- Up to 100 comments, 30 attachments, 50 participants, 30 links and 30 watchers per merge.
- After Clear history, merges that already finished can no longer be undone.