Outlook creates Jira Tickets by mistake

[Lena Bernhard]

Hi,

We have set up that our Jira users can create a Jira ticket via Outlook. They had to create a contact group in Outlook and can send the desired emails to Jira manually. So that the correct board is addressed, we have stored a catch-email address in the incoming mail configuration. In this catch email mailbox we simply set up a move to a subfolder of the Account. Now we wanted to extend this.

If a mail comes directly into the mailbox from the catch email address with a certain content, it should be forwarded directly to Jira. For this, we also used rules in Outlook and we set the Jira Outlook as the default reporter. It worked until we noticed that now all emails sent to the catch email address are simply created as a ticket in Jira. We wanted to put it back. The Outlook rules have been removed. Also the Jira Outlook Default Reporter. Everything has been set back to the manual redirection of users from the personal Outlook account.

Nevertheless, tickets are still automatically created in Jira when an email is sent directly to the catch-email address. We can't find the trigger either, not all emails are created. Sometimes they are emails from external recipients and sometimes from internal recipients, which generate a Jira ticket. It is like the direct connection from this Outlook mailbox to Jira still exists. Which is theoretically the case, as we need this account for the catch mail address for manual forwarding to Jira. Which worked fine before we set the Jira Outlook Reporter. Furthermore, sometimes two tickets are created in Jira when manually forwarding from the personal Outlook account. Any ideas what the problem could be?

Thanks!