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Duplicate ticket, different ticket numberr

Paul Hugg

When a user emails a ticket in, that ticket is created twice within Jira helpdesk portal., both tickets have identical information within.
for example, user emails monitor trouble it shows up as "Helpdesk-46" and "Helpdesk-47" within the portal.

How can I stop this from happening.

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Nic Brough -Adaptavist-

Are the emails being processed through the email channel for the service management project?

Have you got any email handlers defined? (These are global things, not admministrated inside individual projects, you need admin rights to get to them)

Are there any differences between the duplicate issues (apart from maybe a little bit of the created time, and obviously, the issue key)?

Fabio Racobaldo _Catworkx_

Hi @Paul Hugg ,

first of all check that there are no automation related to tickets created via email.

You can also check logs about email in your service desk project https://support.atlassian.com/jira-service-management-cloud/docs/view-the-email-processing-and-connectivity-logs/ in order to figure out if there are different emails with the same subject that have been received.

if all is ok on your side, please check this ticket https://jira.atlassian.com/browse/JRACLOUD-67475 and try appling the suggested workaround.

Hope this helps,

Fabio

Paul Hugg

@Fabio Racobaldo _Catworkx_

No automation in place, not yet, im sure that will be in the future. I'm almost at testing with users, the duplicate email issue is my block currently

I can see the message coming in as well as one that fails - regarding first link

This is just an email, no attachment so i dont think size is an issue

It seems like I have two addresses pointed at a one in outlook.

Paul Hugg

@Nic Brough -Adaptavist- Yes, I think so. I can check if you can tell me where?

I have one mail handler set "comments from email"

I have default cloud mail server (jira@company.atlassian.com)

outgoing mail is enabled

When I look at Project>project settings>email requests, i have two addresses in here one that is support@company.atlatssian.net

the other is helpdesk@company.com - goes to our helpdesk email

Does this look right? could this be where its being weird?

Nic Brough -Adaptavist-

I'm not sure from that. What I am looking for is processes that might be reading the incoming mail more than once. Some more questions I'm afraid:

What is the setup on the "email channel" for the service-management project?
What is the setup on your incoming mail handler (in the global settings)?
You also say "one that is support@company.atlatssian.net, the other is helpdesk@company.com - goes to our helpdesk email" - what does "goes to our helpdesk email" mean? Is it an alias? Or mail gets forwarded to your helpdesk email? Is your helpdesk email being read by Jira?
Are there any differences between the duplicate issues (apart from maybe a little bit of the created time, and obviously, the issue key)?

Paul Hugg

@Nic Brough -Adaptavist-

Project email setting:
support@company.atlassian.net
helpdesk@company.com - our helpdesk email address.

Yes, per the logs, for the above email addresses, they both have passed. How do I see how the email is being processed? Do I need two email addresses? What is the support@compnay.atlassian.net email for?

What is the setup on your incoming mail handler (in the global settings)?
Default Cloud Mail Server - jira@company.atlassian.net
Mail Handlers -
Handler Name/Type" Cloud Email Handler
Incoming Mail Server: Default Cloud Mail Server
Properties: Bulk ignore, Create Users false, Strip Quotes true, sender email no-reply@company.atlassian.net

There are no differences between the tickets other than the issue key.

forgive me if I dont use the correct terms, I'm working on getting a handle on the atlassian suite and how this all works so i will do my best to help you help me.

Paul Hugg

@Nic Brough -Adaptavist- @Fabio Racobaldo _Catworkx_

I found the issue, even though I posed more questions previously today, found it, adjusted it, and is working as intended.

It was the project email setting. Support@ was already forwarded to helpdesk@company.com. Removing this, testing brought back the results I was looking for.

Thank you for steering me in the right direction....cool community!

Nic Brough -Adaptavist-

Ah, yes, that's one way to get "What I am looking for is processes that might be reading the incoming mail more than once." Nicely spotted - that one is hard to work out in the Jira configuration

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