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we receive all the email twice to the Jira

hello,

 

in the last 2 days we start to receive all the ticket twice to the system.

we get one email to the mailbox but for some reason there are 2 tickets open with the same subject - one after the other.

 

why is that?

 

thanks

udi

2 answers

0 votes

Hello @udi,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to make some questions.

Are the reporter of both tickets the same?

Can you check the history of both tickets to confirm if they were created by the same person?

Is it happening when they create a ticket by email, portal, or widget?

Can you check on Project settings > Automation and also Project automation to confirm if there are any rules that create a ticket when another one is created?

Do you remember if an administrator changed any setting in the last few days?

Regards,
Angélica

hello and thanks for the replay!

after checking:

 

both tickets that open for each email that send are for the same reporter.

in the automation and project automation there are no rules.

all tickets open after email send to out main mailbox.

we just start the jira 2 weeks ago so many changes do last day,

but at the start we didn't receive 2 same tickets for each mail.

thanks

udi

Thank you for the details, Udi.

Are you using a custom email address on the project or is it the default email created by Jira?

If it's a custom email, is it configured as IMAP or POP?

Is it a shared mailbox?

Are both emails being created at the same time or is it created after a while?

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