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Duplicate Issue is created automatically

Abhishek Singh_410wfm

In JIRA Service Desk - whenever I create a new ticket, a duplicate is also created

and both are with fixed Summary

Please suggest, what might be creating issue

Accepted answers

Abhishek Singh_410wfm

Automation is disabled

and 2nd ticket is auto created by name of JIRA Admin

All comments

Adam Rypel _MoroSystems_

Hello @Abhishek Singh ,

First of all, I suggest to check workflow Create transition - there might be some post functions, which could cause this.

Let me know if that was the case.

Adam

mararn1618 _secretbakery.io_

Hi @Abhishek Singh ,

How do you create the ticket?

Manually? Via Email? Via Portal?

What are the reporters of the ticket?

Is it the same customer / user / email address for both tickets?

I'd also advise to check your email handler logs to see if you have received ONE or TWO incoming emails (you never know).

Look here: https://community.atlassian.com/t5/Jira-Service-Management/Duplicate-Tickets-from-email-requests/qaq-p/1689800

It can also be that you have multiple mail handlers set up for the same email address (on project level + global level) and sometimes both run concurrently on the same incomine email.