What is causing automatically generated tickets after making any type of edit/update?

Question

We get notices for admin changes in Lastpass sent to us in JIRA as a ticket.  One of these tickets seems to be stuck in a loop as any edit or changes made creates a new ticket with the old ticket ID tagged on the subject line and in the summary.

I looked into the post-function for the issue type and didn't see any red flags.  What else could be causing this loop?

Angélica Luz · Answer

It's necessary to check the automation you have on the project because one of the automation may have the condition that when a ticket is updated, a new ticket is created, for example.
Who is being set as the reporter of the ticket? Is it the same person that made the update or there is a default reporter?
Also, check what Thorsten mentioned, maybe there is an add-on like Automation for Jira that may be also running some automation to create new tickets based on updates.

Thorsten Letschert _Decadis AG_ · Answer

Hi @Semi Ajibola ,

A spontaneous assumption: is it possible that email notifications related to the events you're describing are somehow backfiring into the mailbox of your service desk project?

Another try might involve checking for the usage of automation apps, e.g. Automation for Jira.

Cheers
Thorsten

Semi Ajibola_qa1idq · Answer

Updates are being made by agents directly in the ticket within the Service Desk queue.  A new ticket is generated for any type of update at all: Edit, transition, delete, comment.  Anything.  I checked post functions for the issue type and didn't see any red flags.  No other issues with that issue type are behaving the same way either.

What other areas of automation could be at play?