Automated ticket creation how to handle doubles?

Question

When updating comments on existing tickets in some of our projects, the system creates after each modification and unwanted a service ticket to our helpdesk.

This happens only when a specific user changes things, but not for all projects or tickets.

We don't know why this happens or how to fix this, but this is creating a lot of unnecessary tickets to delete.

Thanks for your help

Annelies Bode · Answer

I transfered the link to our administrator and hopefully it will work. I'll contact you if further help is required.

Thanks for your quick reply!

Pramodh M · Answer

Hi @Annelies Bode

Welcome to the Community!!

Can you please check the below KB Article and make the configuration as given in the KB, that should solve the issue

https://confluence.atlassian.com/jirakb/replies-to-jira-service-management-tickets-result-in-duplicate-tickets-964967584.html

Thanks,
Pramodh