Why are emails forwarded/sent to the inbox creating duplicate tickets?

Question

My team is new to Jira, but we've set up an email address that will create a "issue" or "ticket" when emails are sent to this address.

The issue is that we are occasionally getting duplicate tickets. I've seen this happen specifically when someone on my team forwards an email to the jira email.

Is this a setting that needs to be changed? Does something need to be done?

Pétur Björn · Answer

We´re having the exact same issue. Running JSD cloud version.

Sebastian Krzewiński · Answer

Hi Karl

As you described everything works ok with JIRA.

JIRA convert every email that appear on mailbox. If JIRA recognize in email subject issue key, mail body is added as new comment to issue. If not - JIRA create new issue.

So if someone send message to jira email address and other person also forward this email to jira address - JIRA will create two issues.

Regards,

Sebastian