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. 

[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. 

[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