Comments in tickets duplicated in email to user

Sarah Thomay

When we comment in JIRA on an open Service Desk ticket, the comment looks right in JIRA.  However, in the email to the customer who opened the ticket, the comment is duplicated 10 times, even though the user only gets one email.  An example of an email to the customer is below.  We have tested this with multiple users and multiple browsers and are still getting the same issues.  We have also tried adjusting the email timeout settings and that had no affect- still getting 10 duplicates.  We have updated to the latest JIRA version and have also tried all suggestions in this thread to no avail: https://community.atlassian.com/t5/Jira-questions/Comment-is-duplicated-in-Customer-Notification-emails/qaq-p/622889#U981730. 

What is in the body of the email:

Sarah Schmidt added a new comment:

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Andy Heinzer

This sounds very strange, but since you appear to be using Jira Service Desk I think I know of a way this might be happening.  Service Desk lets you customize the notifications that end-users (users in the customer role) get notifications.   More details on how to this are in Managing server desk notifications.   This system is separate from the Jira Core/Software notifications used.  It has to be because of the way that Service Desk works.

If you are a project administrator here, you can go into that project, and then in the bottom left side, click the gear icon in order to go into the project settings page.  From there select the Customer notifications.  You will find you can customize there.  I suspect that someone has edited the 'Public comment added' notification and inadvertently added the ${comment} macro multiple times, like this:

If that's the case, then Service Desk is only doing what you have configured it to do technically.  As such you should just be able to remove all but one such ${comment} so that they don't see the comment duplicated repeatedly in their notifications.