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.
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.
Hello Atlassian Community! I'm Teresa, the Product Marketing Manager for Jira Service Desk Server at Atlassian. Curious about the latest updates in the Jira Service Desk Server...
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