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Is there a way to stop issue duplication? Edited

I noticed that his happens on our support project:

 

External Support - Queues - Service project - Jira.png

Note: Reporters are different people, just hid their names out of privacy. This usually happens when a lot of people reply to the same email. Almost as if the email shot out from Jira does not keep the issue key in the subject.

 

Is there a way to avoid this? I tested on my end, and when I open an issue, and reply to it, all the emails stay in the issue.

I am not sure if our customers are not really following this, or what is going on really (and I don't think I can ask our customers to check what's going on). So my question to you is: Is anyone experiencing the same behaviour? If so, how did you solve it?

 

Thanks a lot in advance!

 

1 answer

1 vote
Jack Community Leader Jun 29, 2021

I suspect what is happening here is that customers are opening a ticket via email and their carbon copying other customers. When they do that the first issue was created as expected. However other customers are replying to that original email. As a result those replies are seen as new issue reports. If the customers were to reply to the Jira notification then it should result in a comment in the original ticket.

Ah, yes, I think you hit the nail there @Jack ! Is there a way to avoid this? Any scheduled rule I can create to compare issue subjects and at least link them?

 

Any tips & help are much appreciated!

Jack Community Leader Jun 29, 2021

There is a lot of discussion around this topic and Atlassian is working to improve the behavior. There are a number of post in the Community on this topic so I suggest a bit of searching. Here is one article that might be of use - Quickfix-Solve-Duplicate-Tickets-from-Email-Replies-with 

Like # people like this

Thanks again @Jack ! I will surely follow that particular discussion!

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