Creting multiple issues by mail

When I forward mail to service desk (address provided for that), Service Desk automatically creates two identical issues. Is this problem with mail server configuration (see picture for mail handler configuration) or some setting in JIRA.

 

image2015-9-8 16:21:49.png

4 answers

0 vote

Hello,

JIRA Service Desk uses mail channels to create issues from e-mail, instead of the JIRA mail handlers. Thus, I recommend you to double check the configuration there (as per this document) and then try again.

-- Arthur Gonçalves

Did you find any solution for this, Matjaz? Cheers, Kirstin

I think I found where the problem is. We have common address for service desk and JIRA. Both have mail handlers (apparently) and they both handle incoming mail. So in most cases issue is duplicated, however, sometimes that is not the case and issue is not duplicated (I presume because one handler marked mail read, before other handler read the mail). I tried with mail handler in Service desk off, it worked, however I haven't tested other scenarios (like responding to customer,...) with this handler turned off. Final solution will probably consist with two different mail addresses for JIRA and Service Desk. Matjaz

OK, thanks. We have got duplicated service desk issues only sometimes. And no common mailbox. So I'll have to investigate elsewhere.

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Feb 15, 2018 in Marketplace Apps

Jira Inferno: The Nine Circles of Jira Administration Hell

If you spend enough time as a Jira admin - whether you are managing a single, mid-sized instance, a large enterprise one or juggling multiple instances at once - you will eventually find yourself in ...

1,174 views 6 19
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot