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Jira loops new tasks after message recall

Ana MICU

Hello,

Our Jira is set to create new tasks once it receives a new email on a defined group of emails. At some point, I recalled a message ( I am using the Microsoft Outlook app for emailing) and ever since, Jira has been creating around 20 new tasks with the recall message per day. Identical 20 tasks. While I only received 2 recall messages in my inbox (for the only 2 persons for which the recall did not work).

Could you please help me find a solution to stop this spam?!

Thank you in advance!

Accepted answers

Dario B

Hello @Ana MICU ,

Welcome to the Atlassian Community!

The Outlook recall message functionality is not doing anything else than sending emails to the other clients asking them to delete that message and that's what could be causing the issue here:

Outlook’s recall feature works by sending a message to the other person’s inbox. The message asks their email client to please delete the email you just sent. By default, Outlook will delete the email message if they haven’t read it yet.

I checked today's incoming mail handlers log for your instance but I couldn't see emails with the same subject creating different tickets.

Therefore, in order to proceed with this case:

Please confirm that the your Jira site is https://group[XXX].atlassian.net
Let us know if the issue is still occurring or if it is already solved (no new duplicate tickets created from the recalled email)
Provide creation date and the issue key of some of the duplicate tasks so that we can go check the logs to see what happened

Cheers,
Dario

All comments

Dario B

Hello @Ana MICU ,

Welcome to the Atlassian Community!

The Outlook recall message functionality is not doing anything else than sending emails to the other clients asking them to delete that message and that's what could be causing the issue here:

Outlook’s recall feature works by sending a message to the other person’s inbox. The message asks their email client to please delete the email you just sent. By default, Outlook will delete the email message if they haven’t read it yet.

I checked today's incoming mail handlers log for your instance but I couldn't see emails with the same subject creating different tickets.

Therefore, in order to proceed with this case:

Please confirm that the your Jira site is https://group[XXX].atlassian.net
Let us know if the issue is still occurring or if it is already solved (no new duplicate tickets created from the recalled email)
Provide creation date and the issue key of some of the duplicate tasks so that we can go check the logs to see what happened

Cheers,
Dario

Ana MICU

Hello @Dario B ,

My Jira is indeed https://groupehn.atlassian.net. I am unsure how to find the issue key, I can provide you the number of the task:

on 10.03.2020 SUP-704, SUP-705, SUP-706, SUP-707

on 11.03.2020 SUP-726, SUP-727, SUP-728

on 12.03.2020 SUP-741, SUP-742, SUP-743

on 13.03.2020 SUP-777

I think they are no longer being created as our administrator tried to add some sort of filtering based on the title containing "recall". But that was after a couple of days of manually moving 20 tasks per day into done (I am not allowed to move them without adding components and original time estimated).

Did something happen? I didn't know a recalled message would cause so much fuss.

Thank you,

Ana

Dario B

Hello @Ana MICU ,

Thanks for providing more details. Also, the issue key is exactly what you call the task number so I was able to go through the logs and see what is causing the issue.

The problem here was caused by the fact that the recall email had a message-id of 283 characters:

!&!LgAAAAAAAAD3XKDiNt5RTbA2O7X15+K2AQDDto4Q93URzrTNAKoAu7bmAAAAAAAOAABGAAAAAAAAAPdcoOI23lFNsDY7tfXn4rYHAMO2jhD3dRHOtM0AqgC7tuYAAAAAAA4AANlTnCJhprtFudq2LHCBs8EBAAcCAAAAAAAAAAAEAAAAVAAAADgAAABSRTogVVJHRU5UIC8gbWlzc2lvbiDgIHRyYW5zZulyZXIgc3VyIHVuIHByb2ZpbCBzYWxhcmnpAA==@hn-xxxxxxx.ro

Therefore, multiple tasks were created from the same email because of below bug:

[JRACLOUD-69181] Message IDs longer than 255 characters can cause email loop and multiple issues created from the same incoming

Most likely your administrator removed the mail from the inbox as mentioned in the workaround section of above ticket and this solved the issue.

Please vote for the above bug ticket and set yourself as a watcher so that you will be notified in case of any update/progress. The bug will be addressed according to the Atlassian Cloud bug fixing policy.

Cheers,
Dario

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