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Duplicate requests being created

Dean Mullarkey

Hi all,

I created IPS-896 via email request then it seems that when I requested a participant in 896, it sent a message to X (how we request) which in turn generated 897. Not sure if it is a rule thing or a user thing. Any advice is greatly appreciated.

Accepted answers

Tessa Tuteleers

Good afternoon Dean,

Am I correct that a second issue is only created when you add someone as a participant?

It looks like a notification mail is getting send to your INcoming mailaddress thus triggering a new incoming mail and creating a new issue.

You should check out the email address of the user you added as participant and make sure it is not your incoming mailaddress.

Next you could look at the customer notifications for "Request participant added" and see where notifications go.

Third you could look at your JIRA notifications and see where they go.

Last you could have some add-ons sending mails, check those as well if your problem isn't fixed.

All comments

Jack Brickey

Hi Dean. First I recommend you redact the email as this is a public forum otherwise your JSD may get spammed. :-(

So you are claiming that simply adding a Request Participant adds a new ticket? Does this happen every time you add a new participant? If so I wonder if there may be some Automation that is doing this. When 897 is added who is the reporter?

Tessa Tuteleers

Good afternoon Dean,

Am I correct that a second issue is only created when you add someone as a participant?

It looks like a notification mail is getting send to your INcoming mailaddress thus triggering a new incoming mail and creating a new issue.

You should check out the email address of the user you added as participant and make sure it is not your incoming mailaddress.

Next you could look at the customer notifications for "Request participant added" and see where notifications go.

Third you could look at your JIRA notifications and see where they go.

Last you could have some add-ons sending mails, check those as well if your problem isn't fixed.

Tessa Tuteleers

Good call with the mail address Jack!

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