Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
Level
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

How do I prevent duplicate tickets being created from email?

Hello,

 

I have a strange issue, where if I have agents email our email handle (which points to a JIRA Helpdesk Project) - two duplicate tickets get created. One is a "task' issue type, and one is a service request (which is supposed to happen). 

I have no automation or outlook rules for the mailbox, and if I have customer's whom are not using licenses, email the same email handle - there is only one single ticket (which is what I want). 

I am not sure if this is a bug or not. I did some google-fu and the only thing I could somewhat find is that emails are pointed to is that there is two email handlers . This doesn't make sense, as my customers whom email my service desk email - don't create duplicate tickets, only people with helpdesk licenses do.

 

Would someone please shed some light on something I might of overlooked?

 

Thanks in advance,

Robbie

2 answers

0 votes

Hello Nic,

 

Nice to have you here in our community, welcome!

 

This issue that you have described is normally seen in our support ticket cases when there is a Mail Handler configured for a Service Desk project, and in the same time, the Email Requests settings are enabled for this same project.

Since you mention that only one of those duplicated tickets has the Service Desk request type as expected, I suspect it could be the case here as well.

 

I suggest you to try bypassing any email handler configured for this project, by browsing to Administration >> System >> Mail >> Incoming Mail, then test if the same issue is still happening with Email requests configurations enabled.

 

Please, let me know how it goes!

 

Kind regards,

Pedro Souza.

Hi Team,

In my case,Jira is creating duplicate tickets when customer raising the request from portal.Only for one request type.

Do you have any solution for it?

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Confluence

⚡️NEW Group for Confluence Cloud Admins

Calling all Confluence Cloud Admins!  We created a new Community Group to support your unique needs as Confluence admins. This is a group where you can ask questions, access resou...

90 views 2 7
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you