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Duplicate ticket creation issue in JIRA

we are facing duplicate ticket creation issue in JIRA helpdesk.

 Main reason of this issue that we found is case sensitive check in Subject of any mail. For Example ,if there is minor difference in subject line in trail mail like re: & RE: , duplicate ticket is being created.
Due to this, it is doubling the team’s effort to monitor the same and there are chances of missing the actual ticket/mail as well.

Request you please by pass the case sensitive check rule against subject of any mail to avoid duplicate ticket issue.

 

1 answer

1 vote
Vishwas Rising Star Feb 02, 2022

Hey @Yash Pradhan 

Duplicate tickets can be created due to many reasons, I'm not sure as if the case is changed it might create a ticket. I assume the replies to original ticket are getting created as new tickets instead of adding comments. In the first place how are the replies getting changed ? Someone changing it ?

I would suggest you to take a look at this kb https://confluence.atlassian.com/jirakb/replies-to-jira-service-management-tickets-result-in-duplicate-tickets-964967584.html

For this part we cannot do anything as this Atlassian Community doesn't have any control on that "Request you please by pass the case sensitive check rule against subject of any mail to avoid duplicate ticket issue"

So please raise a support ticket with Atlassian here and ask them about it https://support.atlassian.com/contact/#/

Regards,

Vishwas

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