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MergeSafe Support
Email: support@yuvgev.com Please include your Jira site URL, the source and target ticket keys, the merge entry from the audit log, and a screenshot.
Hours: Monday to Friday, 09:00–17:00 Israel time (Asia/Jerusalem), except Israeli public holidays.
| Request type | Example | First reply |
|---|---|---|
| Critical | Merges write to the wrong ticket, undo fails for everyone, customers are emailed unexpectedly, or Atlassian marks it critical | Within 24 hours, including weekends |
| Normal | A merge skipped some items, an undo left steps to fix, a question, a UI bug | Within 1 business day |
| Feature request | "Copy custom field values" | Within 5 business days |
No fix time is promised. Platform outages are fixed by Atlassian: Developer Status, Jira status. Billing, refunds, licenses: Atlassian support. Security issues: support@yuvgev.com, subject "SECURITY".
FAQ
What exactly does a merge do?
After you confirm the preview, MergeSafe copies up to 100 of the source's comments to the target as internal comments, each starting "Originally by name, date, on SRC-12". It copies the source description as one internal comment, and up to 30 attachments under the size cap (10 MB by default; a project can raise it to 100 MB). Larger files get an internal note pointing to the source. On JSM projects it adds the source requester and participants (up to 50) to the target. It adds a "duplicates" link (and, if enabled, other links, watchers and labels), then closes the source and posts one note on it: "This request was merged into TGT-7; follow updates there."
Can I merge several tickets at once?
No. Each merge is one source into one target.
Is the source ticket deleted?
No, never. It's closed (Done by default, with resolution Duplicate where the transition allows it) and linked to the target.
Will customers or watchers get emails?
Possibly, so plan for it. Jira's Add Comment API can't be silent, so MergeSafe writes its internal copies and notes through an issue edit that asks Jira not to notify. But the "merged into" note, if your project makes it public, is posted as a normal comment and can email the customer. Closing or reopening the source is a workflow transition, and Jira can send notifications for that. MergeSafe never sends email itself.
Can I undo a merge?
Yes, for 30 days after the merge, from the Merge audit page or the panel on the ticket. Undo deletes the internal comments and the attachments the merge created and removes only the participants, watchers, labels and links it added. Public comments it posted stay in place, because Jira already emailed them. An internal "merge undone" note is added to both tickets. If your workflow has a transition back, the source returns to its previous status; otherwise undo says to reopen it by hand. Merges cleared with Clear history can't be undone.
Why do copied comments show MergeSafe as the author?
Jira doesn't let apps set the author or date of comments and attachments. The original author and date are in the header of each copy.
Why isn't the merge instant?
Merges run as a background job, paced to stay within Jira's per-ticket write limits. If Jira rate-limits the app, the job waits and continues.
The requester or participants weren't added.
The app must be allowed to manage participants on that service desk. If Jira refuses, nobody is added, and the merge leaves an internal note on the target listing the people (by display name) to add by hand.
Does it merge duplicates automatically?
No. The Duplicates and merge panel only suggests similar open tickets from the same project (last 14 days by default, up to 30). You always choose and confirm.
Does it work on Jira Software projects?
Yes. The participant step is skipped there.
Some items weren't copied.
The job runs as the app, so items it can't see (for example, because of issue security) are skipped. Files over the size cap and anything past the caps (100 comments, 30 attachments, 50 participants, 30 links, 30 watchers) aren't copied. The merge result lists what was left out.
What happens without an active license?
Preview still works. Merging and undoing are blocked until the license is active again.
Where is my data? Do you see it?
Settings, undo plans, snapshots of the source and target (summary, description up to 8,000 characters, status, participants, watchers and labels; no attachments) and the audit log are in Atlassian Forge storage in your Jira's residency location. Snapshots and undo plans are kept 30 days, the audit log 90 days. A Jira admin's Clear history deletes the audit log and finished or expired undo plans; snapshots for merges still within the 30-day undo window are kept and auto-delete when the window ends. No calls leave Atlassian, and we can't see your data.
Pricing?
Coming soon