Duplicate tickets are created(7) when email sent to associated email to create ticket

[Suchi Nayak]

Duplicate tickets are created(7) when  a mail is sent to  associated  email id 

[Jack Brickey]

Suchi, i think more info is needed here. What do you mean by "associated email id"? Are you saying that duplicate tickets are created if a customer (user) creates an issue via the email channel? Is this a recent development where previously things were working fine or has it been doing this since day 1?

[Suchi Nayak]

Hey Jack, Thanks for replying. Yes, It was working totally fine but from today morning duplicate tickets are created if a customer (user) creates an issue via the email channel( Dropping a mail ).

[Jack Brickey]

Thanks for clarification. The first thing I would check is to see if only a single email is actually in the email inbox vs. two emails. Secondly, I would check the settings for the Mail Handler. See the thread to the right under Related content "Multiple Tickets from the same Email Alert". If everything works, and no one chimes in here soon with the answer I would recommend opening support ticket w/ Atlassian.

[Suchi Nayak]

I just checked. Its single email &  where can I see  the  Related content ?

[Jack Brickey]

so you do not see Related content on upper right of this page? Here is the link. You could also simply type "Multiple Tickets..." into the search and you will find it there.

[Suchi Nayak]

Ohh I got that Thank you but thats not the case. I'll drop a support ticket w/ Atlassian.

Thanks Jack !

[Jack Brickey]

didn't think so but worth checking. Please post the results of the Atlassian effort here for future benefit.