nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Duplication of comments when receiveing emails on the custom email used by JSM

Akeel Taj_bd1mqm

If a customer responds to a ticket by replying directly to the email instead of responding via the portal
or
if they send a new email to the custom email configured with JSM, 2 instances of the response are received by jira service desk(same comment is posted twice for an existing ticket or same ticket opened twice for a new email).
This does not happen for the default JIRA email of the project, only for the custom email address.

Accepted answers

Patricia Francezi_iDev_

Hi @Akeel Taj

I Saw this happening when there is a redirect from the custom email to the jira provided address.

Some project starts using this redirect then change to a direct connection to the custom address.

I suggest you to investigate the custom email configuration regarding this redirect.

Let me know if you find anything

All comments

Patricia Francezi_iDev_

Hi @Akeel Taj

I Saw this happening when there is a redirect from the custom email to the jira provided address.

Some project starts using this redirect then change to a direct connection to the custom address.

I suggest you to investigate the custom email configuration regarding this redirect.

Let me know if you find anything

Akeel Taj_bd1mqm

Is project admin access enough to check this or would I require intervention of the JIRA admin for this?

Patricia Francezi_iDev_

The verification would be in the email box / provider , not in jira.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

new-to-jsm

jira-service-management-cloud

jira-service-management