Duplicate ticket creation issue in JIRA

[Yash Pradhan]

we are facing duplicate ticket creation issue in JIRA helpdesk.

 Main reason of this issue that we found is case sensitive check in Subject of any mail. For Example ,if there is minor difference in subject line in trail mail like re: & RE: , duplicate ticket is being created.
Due to this, it is doubling the team’s effort to monitor the same and there are chances of missing the actual ticket/mail as well.

Request you please by pass the case sensitive check rule against subject of any mail to avoid duplicate ticket issue.

[Pramodh M]

Hi @Yash Pradhan 

Duplicate ticket creation is related to possible for reasons with permission to customers

https://confluence.atlassian.com/jirakb/replies-to-jira-service-management-tickets-result-in-duplicate-tickets-964967584.html

If there is "-" in Subject it might create duplicate ticket 

https://jira.atlassian.com/browse/JRACLOUD-69172

I would suggest raising a priority support ticket and check with Atlassian team to know the reason because they can have access to instance

Thanks,

Pramodh

[Pavel Junek]

Hi Yash,

Official documentation also addresses this issue - Replies to Jira Service Management tickets result in duplicate tickets 

Pavel