Why are emails forwarded/sent to the inbox creating duplicate tickets?

Karl Newton
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
May 13, 2019

My team is new to Jira, but we've set up an email address that will create a "issue" or "ticket" when emails are sent to this address. 

The issue is that we are occasionally getting duplicate tickets. I've seen this happen specifically when someone on my team forwards an email to the jira email.

 

Is this a setting that needs to be changed? Does something need to be done?

 

 

 

2 answers

0 votes
Pétur Björn May 12, 2020

We´re having the exact same issue. Running JSD cloud version.

0 votes
Sebastian Krzewiński
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 13, 2019

Hi Karl

 

As you described everything works ok with JIRA.

JIRA convert every email that appear on mailbox. If JIRA recognize in email subject issue key, mail body is added as new comment to issue. If not - JIRA create new issue.

So if someone send message to jira email address and other person also forward this email to jira address - JIRA will create two issues.

 

Regards,

Sebastian

Suggest an answer

Log in or Sign up to answer