emails imported into issue multiple times

Question

We are using JIRA Cloud.

We cc the email addresss "jira@ourcompany.com" in emails to customers.

This GMail inbox is added as an incoming mail server using imap.gmail.com in JIRA.

We use a "Add a comment with the entire email body" mail handler to process emails in this inbox and add them as comments to the JIRA issue mentioned in the subject of the email.

For each email we sent we are getting 5 identical comments (1 min apart) added to the JIRA issue.

This used to work fine (only 1 email) but for the last couple of weeks we are getting increasing number of duplicate comments on our issues. I have checked the inbox and there is only one email, and it is marked as read once the first comment is added, however it continues to add comments.

I can't seem to get to the bottom of this, I have tried removing and adding a new  mail handler but the problem persists.

Can anyone offer advice? Everyone is getting quite annoyed at all the extra comments getting added.

Tibor Hegyi [META-INF] · Answer

Hi,

Without seeing your mail handler configuration, it is hard to figure out causes but a typical mistake we meet frequently is the following:

There are multiple Incoming Mail Handlers using the same IMAP/POP mail box without catch email addresses.

Jira mail handlers are capable of commenting any issues in your Jira, not just those that are in the project associated with the handler.

This means if you have two handlers configured to listen on the same IMAP/POP connection and you do not configure the handlers with different catch email addresses (alias), then it is likely that both handlers will process the same email and both will comment the same issue resulting in duplicates.

It is not recommended at all to have multiple handlers for the same connection withouth catch email address set in the handler.

Regards,

Tibor

Eva Höglin · Answer

Hi, have you received any response from the add-in supplier? Do you still experience this problem?

We upgraded to add-on version 7.1.0.13 mid-november 2017 and somewhere after that we started to receive multiple email replies.

Around the same time we made many other changes, like starting new jira instances upgrading jira as such, adding more incoming mail handlers etc, so I suspected that the error was outside the Email This Issue add-on, but finally got back to trying to reconfigure the add-on.

I removed all other Email this issue mail handler but one for a specific project, the duplication disappeared, and it continued to look good when I added the other mail handlers back.

But now it has started to happen again.

I will submit a support issue.

/Eva

Simon Williams_4u0nk3 · Answer

We are now up to 11 identical emails being imported each time!