Why is my JIRA instance generating emails to tickets that were closed quite a long time ago

Question

Can someone help me troubleshoot/ address why my JIRA instance is generating emails to tickets that have been closed in my instance?

I am on JIRA 8.16.0, we have our inbound/outbound email setup on our JIRA instance and through a third part app add-on called Email This Issue. I realized that a few of my add-ons (including ETI) was out of date, so I recently updated it and re-indexed my database.

However, as a second precaution, can someone else provide other solutions in case this does not resolve my issue? Has anyone else had this issue with JIRA recently or on older JIRA platforms?

Please advise. I appreciate any help or other ways to troubleshoot to find root causes.

Thank you!

ORT JIRA ADMIN · Answer

Hi @Suvradip Paul

I was able to dig deeper and find some root causes; it appears it's related to my mailbox and how my Add-On (Email This Issue) works, maybe you can offer some insight on how to fix this issue from the Jira instance end?

What's happening is that when my Jira instance receives notifications, called Updates (whether a ticket is closed, commented, tagged, etc), the ticket gets notified in the Jira instance and sends emails to the end users tagged in the ticket. The receipt of that email, from the Exchange end, gets stored as like a receipt, in our main Exchange Mailbox that we use for our Inbound/Outbound mail settings for our Jira instance and for our Mail Handler (ETI).

What's happening now is that the stored mail in that mailbox (the latest we have stored now is from July 28th, 2021) is being resent back to the Jira ticket as a new update and notifying all the users associated to that ticket again, as if we are re-opening it or adding a new comment, but that stored piece of mail called "Update" was an old response that was already sent back on that date of the creation of the ticket (July 29th; i.e. example). The Mailbox is somehow re-sending the oldest stored mail back to Jira, as new "Updates" on the ticket even though the ticket already received that same exact update notification when it was actually commented on originally.

I hope you follow what I am saying.

From your experience, do you know if there are any settings from Jira Server end that could stop the email notification stored in our Exchange mailbox once it has been sent back to the original ticket? Or any known settings from the Exchange end that I could recommend to my IT team?

Thanks for all you help!

Suvradip Paul · Answer

Hi @ORT JIRA ADMIN ,

Could you please check this KB related to troubleshooting - https://confluence.atlassian.com/jirakb/troubleshoot-notifications-in-jira-203394737.html if not checked yet?

Let me know if that helps.