# Getting Started
After installing [Duplicate AI](https://marketplace.atlassian.com/apps/1224971/duplicate-ai-merge-similar-issues-duplicates) you can start using it right away.
## Touchpoints
You'll access a ticket's duplicates and similar issues from two locations:
1. The bottom panel (activated by pressing the "Find Duplicates" button in the issue header)
2. A sidebar notification (pops up only if a duplicate is found)
Please note: In a Jira Software Project the 1st touchpoint is activated slightly differently.
## Overview
Once you open the app using these touchpoints, you'll see four sections: Duplicates, Similar Tickets, Preview and Merge Actions.
* **Duplicates.**\
Tickets where the app is very sure that these are duplicates and you want to do something about them. [Read more](/chapter/duplicates-and-similar-issues)
* **Similar Tickets.**\
These tickets are not duplicates but the content looks similar. They could be interesting. [Read more](/chapter/duplicates-and-similar-issues)
* **Preview.**\
Once you select a duplicate or similar ticket, you can easily compare it to your open ticket with the shown preview.
* **Merge Actions.**\
To clean up tickets you may want to merge them. This means applying multiple actions such as copying the description, the comments, request participants, transitioning status, etc. [Read more](/chapter/merging)
# Duplicates & Similar Issues
Duplicate AI compares tickets and will categorize them into duplicates and similar tickets. These are shown in seperate sections:
The distinction is made, since ..
* .. for duplicates we are really sure you want to something about them.
* .. similar tickets are just interesting.
## Similar Issues
These are easier to explain, so we start here. To find them we calculate several similarity metrics (e.g. [TFIDF](https://monkeylearn.com/blog/what-is-tf-idf/), [Levenshtein Distance](https://medium.com/analytics-vidhya/levenshtein-distance-for-dummies-dd9eb83d3e09), ..).
Those with high scores show up in the "Similar Tickets" section. To make it easy to spot interesting tickets, we show:
* Ticket Summary
* Ticket Status
* A similarity score in % to indicate how far appart the similar ticket and your open ticket are
## Duplicates
These tickets have passed several checks regarding their similiarity metrics and ticket properties. These checks on a combination of properties & metrics ensures that these are real duplicates.
Each duplicates also is assigned a "scenario", which indicates how we think what type of duplicate this is (e.g. 100% same content, email that references an existing ticket, etc).
> Example - Scenario "Email followup"
>
> * Description is not that similar\
> (since in an email thread people add completely new content in the next email)
> * Summary is very similar\
> (since the email subject is usually the same)
> * The ticket request type is Email Request
> * Ticket dates are not longer than 2 months appart
# Merging
Merging means to take two tickets and streamline all of the important information into one of them (description, comments, reporters, participants, ..), while closing the other one (e.g. transition the status to closed).
In Duplicate AI you merge two tickets following these steps:
* Step 0: Finding a Duplicate or Similar Issue
* Step 1: Configure what shall be done (Configure the Merge Actions)
* Step 2: Merge the Tickets (Execution)
## Step 1 - Configure the Merge Actions
Configure the Merge as follows:
* Use the "Merge Button" after selecting a Duplicate / Similar Issue
* Merge direction: The content is copied from your open ticket (left) to your selected ticket (right).\
This can be reversed.
* Fields: Select the fields you want to copy or move from the left ticket to the right ticket
* Status Transitions
* Link both issues
* Mark Duplicates as Handled
* Sidebar notifications for this dupicate are removed
* The ticket is displayed as muted in the "Suggested Duplicates" list
## Step 2 - Execute
When done configuring, press "Preview" and you'll receive a summary of how the two tickets will be modified.
Press "Merge Tickets" and all merge actions will be executed. You can follow along the progress as the grey actions (still todo) turn blue (in progress) and finally green (done). In case of errors the boxes turn red and an error message is displayed.
# Merge Presets / One-Click Merging
Setting up all merge actions every time you want to merge tickets takes time and allows to make mistakes.
Therefore you can save your merge action configurations as **Merge Presets**. This allows to set up your most common scenarios in one project and how you prefer merge them, e.g.
* Merge email threads (description to comment, copy comments, move request participants, close, ..)
* Merge duplicate bugs (link as duplicates, cancel)
* Merge incidents from Opsgenie (..)
.. and later later apply them with one click.
## Creating Merge Presets
Creating Merge Presets is done directly within the Merge dialog.
### **Steps to create a Merge Preset**
* Set up your merge actions
* Choose "Save as Preset" from the bottom menu ("..."-button)
* Enter a **name** and useful **description**.
* The description helps other teammembers to quickly understand what will happen when they use this preset.
* Save
### **Notable**
* **Scope** - Each preset is only valid for the project it was created in.
* **Public** - Presets are view- & reusable by other teammembers
* **Permissions** - Anyone can create Merge Presets
## Merging with Merge Presets
After you have created your first Merge Preset an additional menu will pop up when hovering the merge button.
### Steps
* Hover the merge button
* Select the merge preset you'd like to apply (a preview dialog will appear)
* Confirm that you want to apply the merge
## Managing Merge Presets
### Access
Managing Merge Presets is restricted to project administrators to ensure that editing is done in a coordinated way.
The easiest way to manage existing Merge Presets is through a shortcut in the merge menu (only visible for project administrators).
You'll also find the managing screen for Merge Presets through the the Project Settings.
###
### Editing Merge Presets
It's possible to edit and delete existing Merge Presets.
### Restriction on Status Transition
It is **not possible to amend the status transitions**, since these are highly dependent on the context in which the preset was created:
* workflow
* issue type
* issue status
Since this dialog is "out of context" (it could be any workflow, issue type, ..) all of the possible combinations within one project different all possible transitions amount to a large list.
It is highly likely that the user will not be able to find the correct transition from a large list ( all transitions for all workkflows for all issue types for all statuses ) and therefore restricted for now.
# Individual Support
#### Need technical support, found a bug, have a question?
\>> Visit the [Service Portal for Duplicate AI](https://secretbakery.atlassian.net/servicedesk/customer/portal/2)
#### Can we help you one-on-one? (schedule a demo, ..)
\>> [Schedule a call](https://calendly.com/markus-arndt/30min)