New service requests getting created even while deleting existing or commenting on existing

[Pawan Rai]

Today we started facing a challenge. We have integration in place so that a service request gets created automatically once someone sends an email on a specific email address. Afterwards, if someone responds on the email or add comments then same is sent as another email. However, today any comment getting added or even a service request getting deleted is resulting in generating another service request with subject starting with [Jira].

Is someone else also experiencing this issue?

Pawan

[Anusha A]

Hi Pawan,

I have raised a support ticket on your behalf. Please check out for the details via email and one of our support experts will reach out to you for assistance. 

Regards,
Anusha A

[Pawan Rai]

Thanks Anusha,

I've not received any email about the ticket so far. Can you please suggest the link/navigation that I can use to track that ticket, as the issue still persists and duplicate tickets are being created.

Thanks again
Pawan Rai

[Pawan Rai]

This appears to be a BUG, even deleting the newly created tickets is again creating another ticket. Seems, this is due to the latest releases. Please check and resolve at the earliest.

[Jeroen Poismans]

Hi,

You probably have checked already if something is going wrong in automations? Maybe there is a rule configured wrong. In any case, someone else seems to be experiencing the same issue (look at the comment from Zoe):

https://community.atlassian.com/forums/Jira-Service-Management/A-new-ticket-is-creating-when-user-is-comxmenting-on-resolved/qaq-p/3044226#M208899

Ik have requested assistance on this to investigate.

Jeroen

[Pawan Rai]

Thanks Jeroen,

FYI, there is no automation in place for this and tickets for new comments are also getting created even if the are already in same status.

[Jeroen Poismans]

I have reported it, that is why Atlassian is also commenting on this thread. You should follow this up in the ticket, they will investigate.