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Duplicate Issue is created automatically

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

4 answers

1 accepted

0 votes
Answer accepted

Automation is disabled

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

Hm. If not automation, do you use Scriptrunner?

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

Jack Community Leader May 26, 2021

Be sure to check both new automation and legacy automation

Issue was with legacy automation, thanks @Jack 

Like # people like this

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).


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

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

0 votes

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.


Hi @Adam Rypel _MoroSystems_ 

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

0 votes

Hi, @Abhishek Singh !

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

Or it is Project Automation.

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