Emails to Jira Service Desk are Creating Duplicate Tickets

Today while configuring our new Jira Service Desk install, I noticed that emails to the Office 365 mailbox I set up are creating two tickets for almost every email. These duplicate tickets are exactly the same in every detail I've seen, with the exception that only one ticket creation notification is sent to the user - for the second ticket created. This does not happen with every single email, but it does with most of them. 


The incoming mail log shows only one email detected at a time.


And here's the mail handler details, in case that's relevant. As per this similar issue I've already made sure that the handle is set to "Create a new issue or add a comment to an existing issue."



Finally, our JSD install version is 3.6.2. I'm not sure what other info might be relevant. Any help or suggestions for fixes would be greatly appreciated.


3 answers


please confirm that no one is reading the email in the email box directly.

Hmm, I have had the mailbox open in the background, though I haven't been opening emails sent there. I'll close out and see if things improve.

After quitting out of the open mailbox, this issue is still happening, though less frequently than before.

Also check if you have any rules configured in the mailbox and disable them all.

I can confirm that there are no rules on this mailbox: image.png

I saw this same issue when I had set up the incoming mail handler on the system config and the mail handler under the project. I noticed that service desk team members/admins sending test emails and getting duplicates. I removed the system incoming mail handler and left the project one and haven't seen the issue since.

0 votes
Suhas Patil Community Champion Nov 20, 2017

Check outlook rule created for mail handler if something is missing there.

I'm not sure what you mean by that. The mail handler doesn't have any Outlook/Office365 specific settings that I can see.

You should have a blank rule configured in outlook itself for the mailbox used to receive emails.

Suggest an answer

Log in or Join to answer
Community showcase
Teodora [Botron]
Published Thursday 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 ...

708 views 5 16
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