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.
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
Hello Atlassian Community! I'm Teresa, the Product Marketing Manager for Jira Service Desk Server at Atlassian. I'm excited to announce two exciting releases for Jira Service De...
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