Duplicate issues created when emailing to service desk

[Dave Isherwood]

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.

[Daniel Westgate]

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!

[Ivan Tovbin]

Hi Dave,

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?

[Dave Isherwood]

Hi Ivan,

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.

Thanks again.

Dave

[Ivan Tovbin]

To check JSD mail log go to Administration -> Applications -> Email Requests

Also, can you check the inbox of the email assosiated with your project's email channel? Does it happen to contain three copies of your customer's emal?

[Dave Isherwood]

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.

[Dave Isherwood]

Now I have a ticket that created 9 tickets from 1 email.  

[Noni Khutane]

Hi Dave 

Were you able to resolve your issue?How did you do it?

Regards

[Jan Quijano]

What is the solution?

[Rohit Suryawanshi]

Please let us know solution for this as I am also facing same issue.