Email creates multiple tickets (with no CC or replies)

[Dennis Schneider]

Any help with direction would be greatly appreciated!

I send an email to the default email account for our cloud based JSM.

- Email contains a subject and simple description

- No CC's on the email, only the single destination

Over the next several hours, over a dozen unique tickets are created from that one email

- No replies or comments on the email.  Simply send the initial email and let it sit.

Looking at the email logs and downloading the raw email messages shows that all of the duplicates have the exact same raw email associated with it.  

Any thoughts appreciated.

[Jack Brickey]

Hi @Dennis Schneider , welcome to the Community.

So when you view logs are you seeing multiple incoming emails? if so then the next step is to assess where they are originating from. If however, you are seeing a single email but multiple issues then I would check automation to rule out anything odd there. 

[Dennis Schneider]

Thanks @Jack Brickey ,

In viewing the logs, the raw emails are totally identical across all the created issues, so looks like a single email.  

I had wondered about Automation so turned it off previously.  But just verified in the Automation Audit Log that no automation had run during the time these were being created.

[Jack Brickey]

If you see multiple logs then it is likely some 'system' is sending them. Have you tried to create and use a custom email? If you do and that works then I would contact Atlassian support to have them check on their side if there is some email echo.

[Jack Brickey]

Note, FWIW, I have never seen such an issue using the default email or custom email for that matter.

[Dennis Schneider]

I have changed the name on the default email account with the same results, but no, I have not connected a custom email account yet.  

I will try that next and contact support if necessary.  I'll report findings back here when I have them.

Thanks for your help!!

[Jack Brickey]

thanks. please keep this thread updated if you don't mind.