I have connected a custom email account to be able to receive email requests. I don't want to use the default email address. The problem I have happens if the user sends an email to my custom support email. It generates two tasks in the service desk: * Task are completely identical * The only difference is the "reply-to" address. The first task has the default email and the second task has my custom support email. I use Jira Service Desk Cloud. Any ideas? Thanks a lot!

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Emails sent as an email request always generate two tasks

František Procházka_9a3ry2

I have connected a custom email account to be able to receive email requests. I don't want to use the default email address.

The problem I have happens if the user sends an email to my custom support email. It generates two tasks in the service desk:

Task are completely identical
The only difference is the "reply-to" address. The first task has the default email and the second task has my custom support email.

I use Jira Service Desk Cloud.

Any ideas? Thanks a lot!

Accepted answers

Jack Brickey

Hi @František Procházka , this is certainly abnormal. Can you confirm that only a single email is sent? Is it possible that someone replied to the original email? Is it possible that you have some automation rule that is causing this?

All comments

Jack Brickey

František Procházka_9a3ry2

I have tested it many times and I always send just one email and it always creates two task as I described.

I don't use any automation and nobody replies as I don't use it with customers yet. I am trying to set it up and this appeared to be a real blocker.

I use default settings for Service desk and I have just set the custom email for requests:

Screenshot 2020-04-28 14.28.30.png

Jack Brickey

so one thing that stand out to me here is that both the Atlassian provided email and the custom email appear to be active. They both indicate last email received 5 hours ago. Is it possible that the email to create a new ticket is being sent to both? Can you please click View logs on each and interrogate?

František Procházka_9a3ry2

Hi Jack, I have checked the logs and I found the problem. There was forgotte redirection rule on the custom domain for our old account.

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