Hi All,
many of our Jira users get duplicated emails from filters. The email follow each other in the same minute every time.
We tried to unsubscribe and then resubscribe, and also delete the filter and create a new one.
There are no test environment where the users would get emails.
It is 100% sure that the cause is in the Jira not in the mail server or outlook.
Can you please help?
Thanks a lot in advance!
Rumi
Do you have any duplicate email addresses?
Do you have any users duplicated indirectly and then included in mailing lists?
Do you have a test system that might be sending them out?
For example, here:
nic and nic.brough are two user accounts. They both have the email address nic@somewhere.com.
When they're both watching an issue, I get two emails, one for each account
When nic@somewhere.com is included in an email server group called "Jira Admins" which has an email address of jiraadmins@somewhere.com. Jira has a dummy account called "Jira admin" with that email. When Jira admin is assigned an issue that nic and nic.brough are watching, I get three emails
When I replicate that into the test system and forget to turn off the email server, I get another full set
Can you rule those scenarios out? And confirm that it's only subscriptions doing this? And tell us what authentication system you're using? (LDAP, internal, etc?)
Hi Nic,
thank you for your focus!!
Yes, all those questions I have investigated earlier just I didn't put it here.
My answers below:
Do you have any duplicate email addresses? NO, the user has just only 1 user account
Do you have any users duplicated indirectly and then included in mailing lists? NO
Do you have a test system that might be sending them out? YES we have, but the email sending function is switched off in TEST. And the user doesn't have any fiter subscription in TEST.
And tell us what authentication system you're using? (LDAP, internal, etc?)
This might be the problem root(?): we use 2 links for login to Jira - an internal which authenticates through iChain (Novell Access Manager) and an external which authenticates through Jira internal database.
It is also weird that the user created a new filter subscription with weekly 1 email report. In the first two weeks he got 1 email as normal but from the third week he got duplicated emails again.
Thanks for your help!
have you got any idea related to this bug? We correctly checked each of your hints again.
We checked the log but there were no information related to the email sending. Is there any different file where are the infos related to email sending are stored?
>Do you have any duplicate email addresses? NO, the user has just only 1 user account
That's not quite what I asked - I asked if the users email address was listed more than once. The accounts could be completely different
Anyway, no, I'm stuck really. The only time I've ever seen duplicate emails going out of Jira, it's been one of those three, or a dodgy hack in a plugin or core code (I'm assuming you haven't got any of those!). Jira simply doesn't duplicate email being sent to one of it's accounts, it sends once, and once only.
That's not to say duplicates don't appear by other means - email server maintenance causing re-sends, client rules etc. In fact, client rules are the second most common cause.
I asked about your authentication system because that could also be an issue - if you're using two and have duplicates between them, I can imagine that what Jira sees as a single account (which I am certain it is only sending a single mail to) could be being interpreted as more than one by your external systems and mailed twice. Pretty torturous to imagine how, but it feels possible.
For further information, I'd look at https://confluence.atlassian.com/display/JIRA/Logging+email+protocol+details - you'll get a lot of logging, which I am sure will show Jira only sending mail once per account (bearing in mind that you may have duplicates in your 2 auth systems)
Adding a little late to the thread but an admin can get a list of everyone subscribed to a filter using the query found in this link: https://confluence.atlassian.com/jirakb/how-to-list-filter-subscription-of-an-issue-filter-in-jira-735773024.html
@Rumceisz Same problem I got also.Did you solve this problem?https://community.atlassian.com/t5/Jira-Questions/User-gets-e-mail-from-issue-filter-subscription-twice/qaq-p/1432381
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