Duplication of comments when receiveing emails on the custom email used by JSM

[Akeel Taj]

If a customer responds to a ticket by replying directly to the email instead of responding via the portal
or
if they send a new email to the custom email configured with JSM, 2 instances of the response are received by jira service desk(same comment is posted twice for an existing ticket or same ticket opened twice for a new email).
This does not happen for the default JIRA email of the project, only for the custom email address.

[Patricia Francezi · Accepted solution]

Hi @Akeel Taj 

I Saw this happening when there is a redirect from the custom email to the jira provided address.

Some project starts using this redirect then change to a direct connection to the custom address. 

I suggest you to investigate the custom email configuration regarding this redirect. 

Let me know if you find anything 

[Akeel Taj]

Is project admin access enough to check this or would I require intervention of the JIRA admin for this?

[Patricia Francezi]

The verification would be in the email box / provider , not in jira.