Duplicate Issue is created automatically

[Abhishek Singh]

In JIRA Service Desk - whenever I create a new ticket, a duplicate is also created 

and both are with fixed Summary

Please suggest, what might be creating issue

[Abhishek Singh · Accepted solution]

Automation is disabled

and 2nd ticket is auto created by name of JIRA Admin

[mararn1618 _secretbakery.io_]

Hm. If not automation, do you use Scriptrunner?

Cheers, Markus
Founder of Duplicate AI // Find & Merge Duplicate Issues

[Jack Brickey]

Be sure to check both new automation and legacy automation

[Abhishek Singh]

Issue was with legacy automation, thanks @Jack Brickey 

[mararn1618 _secretbakery.io_]

Hi @Abhishek Singh ,

How do you create the ticket?

• Manually? Via Email? Via Portal?

What are the reporters of the ticket?

• Is it the same customer / user / email address for both tickets?

I'd also advise to check your email handler logs to see if you have received ONE or TWO incoming emails (you never know).

• Look here: https://community.atlassian.com/t5/Jira-Service-Management/Duplicate-Tickets-from-email-requests/qaq-p/1689800

It can also be that you have multiple mail handlers set up for the same email address (on project level + global level) and sometimes both run concurrently on the same incomine email.

Cheers, Markus
Founder of Duplicate AI // Find & Merge Duplicate Issues

[Abhishek Singh]

Hi @mararn1618 _secretbakery.io_ 

How do you create the ticket?

• Manually and Via Portal

What are the reporters of the ticket?

• users, admin

Whatever you write in summary it is fixed as TEST1 in both original and duplicate issue

[Alexander Bondarev]

Hi, @Abhishek Singh !

What plugins do you have?  It looks like listener feature. 

Or it is Project Automation.

[Adam Rypel _MoroSystems_]

Hello @Abhishek Singh ,

First of all, I suggest to check workflow Create transition - there might be some post functions, which could cause this. 

Let me know if that was the case.

Adam

[Abhishek Singh]

Hi @Adam Rypel _MoroSystems_ 

Workflow is quite simple, Transition is Create and a custom Status