Why am I getting multiple tickets for 1 email?

[Tom Mina-Coull]

We have only recently started using Jira in general. I set up the software environment and I have been setting up JSM over the last couple of days. I have connected it with our support email inbox to auto-generate tickets.

For some reason, it has automatically generated multiple tickets off the same email (see ASD-18, ASD-21, and ASD-26). So the email seen here came in at 10:30, but there were identical tickets created for it at 10:30 (the original), 11:10, and 15:05. There was 1 other email that did the same thing, but I deleted the duplicates before I thought to raise it here. Most emails are raising a single ticket (as they should).

Any ideas what might be causing this? Just trying to iron out the issues before I take it live.

[Dave Mathijs · Accepted solution]

Hi @Tom Mina-Coull , did someone (who has access to the mailbox) manually set this e-mail from read to unread?

[Tom Mina-Coull]

Hi @Dave Mathijs , I think you are correct. Is there a way to stop that from happening that you know of and also is there a way to make it so that Jira doesn't mark them as read when it 'reads' them?

[Dave Mathijs]

Jira will mark handled mails as read. Jira will handle unread mails as new mails and generate a new ticket.

So handled mails should not be set to unread again (manually).

[Tom Mina-Coull]

Makes sense. If I change the outlook settings so that I have to manually mark things as read, will the fact that it is still unread (rather than newly unread) still trigger a chain of tickets in JSM?

[Dave Mathijs]

You should let the system mark handled mails as read and refrain from changing the read/unread status manuallly.

However, If you want to stop the repeated ticket creation for that specific mail, you should mark it as read manually (by exception)