Double or triple ticket to the same user email

Dominik Grzeskowiak

Hi all,

I have a problem with duplicate tickets. The client only send one email.

One email on my webmail client (confirmation bellow):

When I go to logs on Project settings -> Email requests I see:

Question is: Why JSD Cloud download the same email two times in the time interval 8 min?

Maybe this screenshots will be also helpful:

 

Regards,

Dominik

Jack Brickey

Hi @Dominik Grzeskowiak , a couple of comments/thoughts to share. First I want to ensure you are talking JSD here and not JSW, please confirm. For the purpose of this response, I assume it is JSD even though you have posted in the Jira collection.

It is important to not that for JSD the incoming mail handler is not the same as that for JSW. To configure the incoming mail handler for JSD you go to project > Project settings > Email requests. Here you can select either the Atlassian provided email channel or create a custom one. You can read more about configuring email channel here - receive-requests-from-an-email-address . If you have configured any mail handlers in Settings > System > Incoming email for any of your JSD projects then you should remove them.

Once the above is correct, if you are still experiencing "exact" duplicates then have a look at any automation that might explain such behavior.

Finally, check to ensure that in fact multiple emails are not being sent. Keep in mind that if anyone (original reporter or someone on the Cc list) were to respond to the original email then a new ticket will infact be created. For a comment to be added to the original ticket a reply must be to an email that comes from JSD as a notification.

Unsure if any of this has helped but lets see if we can move this question toward solution.