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Why are all messages received in Outlook from Jira always repeated?

Tran Thi Bao Nguyen

When we receive service support messages (from Jira) to our Outlook, it always repeats (Duplicate) in our Outlook.
Please tell me the cause and how to fix it?

Accepted answers

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Alex Koxaras -Relational-

Hi @Tran Thi Bao Nguyen and welcome to the community

Is it the exact same message, or it has small differences in one or multiple places?
Do you receive the duplicate emails during specific steps on the workflow, or with every step of the issue?
Does this happen in all projects, or only on one?
Are other having the same problem as you?

Tran Thi Bao Nguyen

Dear @Alex Koxaras -Relational-

we would like to answer your questions as below.

Is it the exact same message? => yes, it is the same message. Please refer picture
User receive duplicate email with every step of the issue
Currently, this happens with account bruce.ching@tdk.com. We are not affected user, and only support for user's inquiry. Our project is HPE M365 Helpdesk (https://hpevietnamjsd.atlassian.net/jira/projects). The affected ticket ID is FCP-3043
Up to now, only one user complaints about this problem.

Hope our information will be helpful for the investigation.

Looking forward to hearing from you soon.

Thanks

Alex Koxaras -Relational-

@Tran Thi Bao Nguyen

I see the problem now. But I wouldn't bother with it, if the problem is just for one user, and one specific ticket. If the same is not happening to the rest of the users for the same project and for the same event (issue commented), then I wouldn't get into trouble.

If that user click on "view the email message on browser" how does it look?

Tran Thi Bao Nguyen

Dear @Alex Koxaras -Relational-

In the picture which user provided, we cannot find where to click on "view the email message on browser" for testing. Besides, I think affected user receives email on Outlook app.

Please advise us.

Thanks

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