While creating one ticket via Email, a second ticket with the same issue is created.

[Björn Blocksdorf]

Hey everyone,

Whenever I create an issue via Email, 1 min later the same ticket is created with the same issue is created with an automatic response (Just confirming that we got your request. We're on it.). Could somebody help me out please.

[Jack Brickey]

I would first inspect your Automation section under project settings for a badly formed rule. Check the audit logs to see if you find where a rule was successful in creating the dup.

[Björn Blocksdorf]

Thank you Jack for your help, I am going to check the Automation.

[Benjamin Paton]

Hey Bjorn,

Is it possible that you are using a custom inbox for your service desk that is somehow related to the address you are sending from to create tickets (e.g. on the same mailing list)?

If so the automated reply from JSM confirming the ticket might be triggering a new issue to be created.

I hope this helps,

Cheers,

Ben

[Björn Blocksdorf]

Hi Ben, 

thank you for your help I am going to look into it.

Greatings,

Björn