Emails sent as an email request always generate two tasks

[František Procházka]

I have connected a custom email account to be able to receive email requests. I don't want to use the default email address.

The problem I have happens if the user sends an email to my custom support email. It generates two tasks in the service desk:

1. Task are completely identical
2. The only difference is the "reply-to" address. The first task has the default email and the second task has my custom support email.

I use Jira Service Desk Cloud.

Any ideas? Thanks a lot!

[Jack Brickey · Accepted solution]

Hi @František Procházka , this is certainly abnormal. Can you confirm that only a single email is sent? Is it possible that someone replied to the original email? Is it possible that you have some automation rule that is causing this?

[František Procházka]

I have tested it many times and I always send just one email and it always creates two task as I described.

I don't use any automation and nobody replies as I don't use it with customers yet. I am trying to set it up and this appeared to be a real blocker.

I use default settings for Service desk and I have just set the custom email for requests:

[Jack Brickey]

so one thing that stand out to me here is that both the Atlassian provided email and the custom email appear to be active. They both indicate last email received 5 hours ago. Is it possible that the email to create a new ticket is being sent to both? Can you please click View logs on each and interrogate?

[František Procházka]

Hi Jack, I have checked the logs and I found the problem. There was forgotte redirection rule on the custom domain for our old account.

Solved :) 

[Jack Brickey]

good sleuth work @František Procházka !