Duplicate ticket

[Brice Jaen]

Hello,

In my project, I receive notifications that create new tickets.

Only notifications can arrive in duplicate that create 2 tickets instead of updating the ticket.

I tried to update with an automation, but it does not work.

Do you have a solution?

Thank you

Have a nice day

[Abdallah Khaled]

Hi @Brice Jaen , are you creating a new ticket from incoming email?

if that's true you need to add the issue key in your email subjectSo you don't create new issues and add the new email body as a comment to the existing Jira issue

[Brice Jaen]

Hi @Abdallah Khaled ; 

I've tried setting the address but it doesn't seem to work:

Can you check ? 

Thank you

[Abdallah Khaled]

@Brice Jaen , I believe this is related to the Jira service management project and not a Jira software project, is that correct?

[Brice Jaen]

@Abdallah Khaled i think, 

[Mohanraj Thangamuthu]

Hello, to confirm you are receiving two different notification email when single issue is created ? Please brief the issue.

[Brice Jaen]

Hello,

I would like not to create 3 tickets but to create 1 with 2 other answers.

Thank you

Have a nice day

[Brice Jaen]

i try another automation but didn't work : 

[Anusha A]

Hi Brice, 

This requires further investigation from a configuration standpoint, which necessitates access to your instance. I have already created a support ticket for you, and you will soon receive an email with the ticket details. Our experts will then reach out to assist you further.

Have a great day ahead!

Regards,

Anusha A