Duplicate tickets created

[Monica Yost]

Hi we have an issue in that when tickets are being created duplicate are then created .

This was initially happening 1 minute after the first but now all the duplicates are coming in the next day .

Any help on this would be much appreciated. 

[mararn1618 _secretbakery_io_]

Hi @Monica Yost,

I realize this is not the perfect answer, because it does not solve the root cause, but you could try to workarounds that I have descriped in separate blogposts

• Use an Automation to link and close the duplicates Jira Using Automation Rules to manage Duplicate Tickets
• Create an Organization for your customers Quickfix: Duplicate Tickets from Emails with Customer Organizations in Jira Service Management 

Kind Regards,
Markus // Author of Duplicate AI

Also tagging all other people with the same issue: @Sateesh Dara @Jennifer Hart, @giorgos.iliopoylos 

[John Funk]

Hi Monica - Welcome to the Atlassian Community!

I would start with checking the history of the duplicated issue to see who is creating it. If it is automation for Jira, then check the system audit log for the automation rules for the same time as when the issue is created to see if you can tell which rule might be creating the duplicate. 

[John Funk]

If you would, please respond in the thread so that users can follow the conversation easier.  :-)

So is it possible that the Reporter actually created the second issue? And do you know how the original issue is getting created? Is it directly by someone? Or the result of some type of automation or post function in a workflow? 

[Monica Yost]

Hi ,

They come through by Email , its unlikely to be the reporter as this is happening on 30 tickets each time.

We had the same issue before but the tickets were being created 1 minute after the first but now they are happening days later.

It seems it could be related to the email not being read somehow but I have no idea how to fix that .

Thanks,

Monica

[John Funk]

Hmm, I am wondering if it is creating a new issue every time someone responds to the email. Are comments getting added to the original issue? 

For example, someone sends and email and the issue gets created. Then maybe they get an email that says, Hey! Thanks for creating an issue, here's the link for it. And then if they respond to that email from their email, then maybe that is creating a new issue? 

Are the Summaries EXACTLY the same for each one?  Another thing would be for your IT folks to check the log to see if an email came into the address that creates tickets at the same time the duplicate is getting created. 

[giorgos.iliopoylos]

Hi guys!

It seems I am having the same issue. I saw 16 tickets being created the next day. I am using an xray with jira, so I saw all the duplicates by accident in my main test repo folder.

Do we have any updates to this bug?

Regards,

George.

[Jennifer Hart]

Hello Monica. We are having the same issue. Did your issue ever get resolved or did you find out the cause?

[Monica Yost]

Hi John,

Thanks for responding , 

Seems the History just shows that the reporter has created both tickets however the second duplicate  ticket is coming through days later.

For example one ticket was  Created 24 May 2023 at 08:47

The duplicate then at Created 26 May 2023 at 09:19

Both by the reporter 

[Sateesh Dara]

Hi Monica

Have you got any solution for this?
We are also facing the same issue.