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Duplicate Tickets from email requests

Hi,

We are getting duplicate tickets when an email comes in to us but the 'reporter' is only getting one automated email response - which is good.

I noticed on the duplicate ticket the assignee becomes the reporter. Can you please shed some light as to why it is automatically creating a duplicate ticket please?

 

Thank you.

4 answers

Hi @salvarez,

this can have multiple reasons. It can be (a) an automation, (b) wrong setup or (b) replies to the ticket from new emailadresses.

Can you elaborate how the duplicate is created? Does the customer only send the initial email (or does he reply)? Do you get two exact copies of the initial email as two tickets?

 

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

HI @mararn1618 _secretbakery_io_ 

Correct, the customer sends one initial email and it creates 2 copies. First ticket is from the reporter but second ticket looks as if it was sent by me who's the Assignee and Project Lead.

Yes, they are exact copies.

0 votes
Jack Community Leader May 11, 2021

The most likely scenario or should I say typical scenario is where someone that is copied on the original email replies to the original email which results in a duplicate ticket. The reason for this is that the Jira ticket number is required to be in the subject for a reply to result in a comment. 

Hi Jack,

 

No one is copied on the original email though.

Jack Community Leader May 20, 2021

Who is the reporter on the duplicate ticket? Based on that I still have to wonder if the individual that is the reporter is replying to the original email at night response back from Jira. Would it be possible to work with your IT group to have them check the logs of the mail server generally they can trace emails and you can really find out what’s going on fairly quickly using such tools. 

0 votes
Daniel Ebers Community Leader May 16, 2021

Hi @salvarez

for Jira Service Management there are two logs you can view - a processing log and a connectivity log.

More about them you can learn here:
https://support.atlassian.com/jira-service-management-cloud/docs/about-email-logs-in-jira-service-management/

Have you had the chance to look into the logs? If so, are there also two occurrences for one specific mail?

You also could share a screenshot to help Community members better understand from what is probably happening from the logs - just make sure to blank out any personal data in the screen shot.

Please also check if there are Automation rules for the troubling Jira Service Management project.

Regards,
Daniel

 

Hi Daniel,

 

There are connection failures in the logs.

 

Screen Shot 2021-05-17 at 11.20.45 am.png

Hi @salvarez,

it would be interesting to see the "Processing log", where all incoming emails can be seen.

In case there are two inbound emails for the ticket (one from your customer, another from your email address) the next step would be to find out why that second email is generated.

 

2021-05-17 09_13_02-Duplicate.AI-Service - Email - Service project - Jira.png

Daniel Ebers Community Leader May 18, 2021

I agree with Markus. If possible please have also a look into the second log.

From the first log there are some connection issues visible. Those errors are worth having a deeper look, also - I guess.  However, it might be a different issue not related to the doubles mails you encounter.

Hi @Daniel Ebers @mararn1618 _secretbakery_io_ 

I checked the processing logs but there are no duplicate emails there too.

 

Screen Shot 2021-05-20 at 10.05.32 am.png

Daniel Ebers Community Leader May 21, 2021

Thanks for clarification, that suggests the mail channel in this case is fine and only some sort of Automation comes to mind.

You would need to check all potential occurrences for Automation (incl. Workflow Postfunctions) to see where the doubled requests originate from.

Hey @salvarez, I have another idea. JIRA has mail setup in various places, that means (a) on a global level and (b) on a project level.

If could be that you have set up both handlers to the same mailbox:

  • Project mailhandler is set to "support@yoursite.atlassian.net" 
  • System mailhandler is set to "support@yoursite.atlassian.net"
  • When an email arrives, sometimes both mail handlers concurrently process the incoming mail and each of them creates a separate ticket.

You could check both places.

  • Project: Procject Settings > Channels > Email (and something similar for classic)
  • Global: COG Symbol top right > System > Incoming Mail

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