Email Requests being duplicated

[Mattie McDonagh]

Hi All,

I've recently set up Service Management and now experiencing an issue where email requests are creating 2 tickets.

The first one comes in as an email request type and say a user has raised via email, which is what we want.

The second says it was raised via Jira by the user, but we are not raising them there, only sending an email.

I suspected there was some automation rule causing it, or some notification being sent to the inbox that caused a loop, but I cannot find any cause for it.

Any suggestions would be greatly appreciated!

[Jack Brickey · Accepted solution]

Hi @Mattie McDonagh , is it possible that someone is replying to the original email the customer sent to create the ticket? That would cause a duplicate. If that is not the case, can you duplicate this at will?

[Mattie McDonagh]

Hi Jack, no the tickets are being created back to back, after 1 email. For example, i'm able to replicate this by sending one email the support inbox from my work email, and then two tickets are made without anything happening in between.

[Mattie McDonagh · Accepted solution]

Resolved, the support Inbox had some forwarding function set up with Jira which was causing a loop

[Michael Woolfall]

Hi @Mattie McDonagh, we are having a similar issue. Can you expand a bit about what you mean by this comment? Maybe with some screenshots?