This began on 12/21/17 and has continued intermittently. The users receive only 1 notification of a ticket being created but 3 issues are sometimes being created.
No one is accessing the gmail account created for the tickets.
What does your email audit log say? Who is the creator of these issues as per issue history? Are there any automation rules or scripts in place that could cause this behaviour? Also check the timing on these issues, are they created at the same time?
Thank you for your reply. Whether in the new interface or the old, I can't find the email audit log (see below). And there is no tab on the issue page named emails.
As for timing, they are created at the exact same time as far as I can tell from the history tab. Checking the users sent folder in gmail shows that only one email was sent.
Ok, I realized I was mis-stating the issue. Sorry about that.
We do not have Service Desk enabled, but we do email to a databug@ email address that is imported into Jira from gmail.
Checking the gmail mailbox, there is only 1 email submitted but 2 replies showing the duplicate tickets.
This caused me a number of issues, but it came down to a to 2 issues.
1, I have a mail handler set up and didn't need this at all.
2. I used the Jira documentation to resolve the 2nd issue in the customer permissions. https://confluence.atlassian.com/jirakb/replies-to-jira-service-desk-tickets-result-in-duplicate-tickets-964967584.html
And now all seems to be working well. I wish you luck!
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