Jira Service Desk creating duplicate tickets on email replies from people in email

Hi Team,

We are facing an issue in our jira service desk setup, where the each email ( in a email thread) reply is creating duplicate ticket. this is not happneing for all tickets or emails. But we observed this issue for quite few cases. Email replies should go to as comment. There is no change in subject line (or summary) . In one case, person (who replied) was also same as earlier. and his both email reply created two tickets.

It does not make any sense. I have googled a lot on this. The info i got that, this has been fixed in 3.5.0 JSD. We have upgraded our version also. But this issue is still observed.

can some one tell the resolution.

 

regards,

ashish

1 answer

0 vote
Lenard Lee Atlassian Team Nov 15, 2017

Hello Ashish,

Could you attach a screenshot that shows your mail handler configuration?

Knowing how it was configured could provide some ideas on what's wrong.

Best regards,
Lenard

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Asked Feb 02, 2018 in Jira Service Desk

What are the must-have addons?

Hi all, We are trialing Jira Service Desk for a large-ish, flat, team-based organization where members can serve on multiple teams. A few needs that are not out of the box... Assigning i...

981 views 12 5
View question

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