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.




1 answer

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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,

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