JIRA duplicates tickets when creating tickets from emails

[Phil Spender]

We have successfully set up an O365 mailbox and associated sub-folders.

Each sub-folder is referenced by the JIRA incoming email configuration to create a JIRA ticket automatically when an email is sent to that folder.

This works fine but we occasionally see duplicate JIRA tickets being created when a single email is sent to the O365 mailbox.

I have checked the email header and message body sent to the O365 mailbox and there is no duplication of the O365 mailbox email address.

I have concluded that referencing a JIRA user's email address in the same email header as the O365 mailbox email address causes JIRA to automatically create a second duplicate JIRA ticket.

Has anyone experienced this problem?

[Bill Sheboy · Accepted solution]

Hi @Phil Spender 

I wonder if you are running into the symptom described in this defect: https://jira.atlassian.com/browse/JRACLOUD-78587

If not, you should be able to submit a defect to Atlassian Support to take a look, as you appear to be the site admin for a paid license: https://support.atlassian.com/contact/#/

Kind regards,
Bill

[Phil Spender]

Thanks for the information Bill.

I will log a call with Atlassian to be sure, but this explanation fits the symptoms...

Best regards,

Phil.