It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Duplicate issues created when emailing to service desk

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.

2 answers

0 votes
Ivan Tovbin Community Leader Jan 04, 2018

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?

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.


2018-01-04 14_36_16-Outgoing Mail Servers - JIRA.png

Ivan Tovbin Community Leader Jan 04, 2018

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?

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.

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

Hi Dave 


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


What is the solution?

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

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.

And now all seems to be working well. I wish you luck!

Suggest an answer

Log in or Sign up to answer

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you