One of our customers get duplicate notification via email(outlook). Someone with same experience?

[Metanat Mansouri]

One of our customers get duplicate notification via email(outlook). Someone with same experience?

[Lisa Förstberg]

Are you running Cloud or On Prem? Duplication of emails  can caused by a lot of different reasons, check: 

1. if using JSM it can be that the customer have duplicate roles, recieving both JSM customer notifications and Jira notifications. A clue is to look in the footer on the email to detect what is the source of the email. (if user is both customer and internal user this can be managed under product configuration)

2. maybe the customer is a reporter of the issue and also a participant of the request "by proxy", f e x one of the participants is a mailing list or an inbox that has an outlook forward rule set to the user.

3. Check automations to see if they duplicating notifications that are triggered by notification scheme. 

[Anita Sudan]

Hi Lisa,

Thanks a lot for this answer!

Could you please provide more details about this part?

(if user is both customer and internal user this can be managed under product configuration)

Where can I check this?

Thanks!