Incoming emails randomly generate duplicated issues

Question

Hi! When receiving an email , for which we configured to automatically create a new issue, we sometimes get two exact same issues created. The inbox email we are connected to receives a single email. There is no rules on this mailbox. We have a single mail handler. Yet every 1 mail on 4, we get a duplicated issue. and in such case, in the mail log we see two exact same email entries.

Any idea how to troubleshoot this? Thanks a lot!

Georges_nc95dv · Answer

Hi there! No further idea ? on our end we couldn't find any solution: mail is well only once in our mailbox. there is no rules on the email server end. Yet we continue to get these duplicates,.

Georges_nc95dv · Answer

in the inbox we use (Microsoft), we see only one single email (and so yes our mailbox is only once in the to: field, nothing in cc/cci.

Thanks for your help!

Jack Brickey · Answer

If you are using a custom email I would log into that account and inspect the inbox. If you see duplicates there then the issue falls outside of Jira. Possibly the sender's email server. If you are using Atlassian's provided email or you are not seeing duplicates in your custom email inbox the contact Atlassian.

but be sure that the answer isn't that there are actually two emails being sent in by the customer or someone on the CC list that would cause this.