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Receiving 100s of automated test tickets because of single custom email test

Hello Guys, 

This is regarding a Service Project - Custom Email Setup to receive Tickets. 

 

I tried to improve the way our service desk and streamlining the ticket incoming by putting a team@company.com email under the custom email setting of service desk. 

 

After i connected the email successfully, I did a single test of "TEST EMAIL" to that email "Team@company.com". It worked. But after few hours, I started to see loads of same test emails which are created as support ticket. 

Snip20210318_16.png

 

This has not only spammed the Service project but also another automation which created linked tasks on software project for every service project. 

 

Any idea why this is happening? 

1 answer

0 votes
Olga Videc Community Leader Mar 18, 2021

Hello @JK Baseer 

It's stuck in a loop, when the service desk pulls an email it should mark it as read.

Can you login to your team@company.com and check if the email is read?

Also what email type are you using?

Please read this

https://support.atlassian.com/jira-service-management-cloud/docs/email-process-for-pop-imap-cloud-and-other-email-types/team@company.com

BR, Olga

Hi Olga,

Thank you for clarifying this. The email looks read in the mailbox (We are using Zoho Mail). And we are not using the email called info@company. It was an old email box we used. 

 

IMAP. 

 

Should we check if there is any issue in DNS ? 

Olga Videc Community Leader Mar 19, 2021

Hello JK, 

No, if the email is marked as read there must be some different issue.

Can you go to your Service Desk -> Settings -> Email Requests and check your mail processing logs, is the same mail processed over and over again?

If not then the issues might be created by some automation.

BR, Olga

Hi Olga, 

I sort of removed the email as it's creating dozens of tasks. What am going to do is test with another email and see if this can be avoided. 

Like Olga Videc likes this
Olga Videc Community Leader Mar 26, 2021

Hello JK?

Did you manage to fix the problem? Need help?

BR, Olga

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