Forwarding email creates duplicate issues

[Pétur Björn]

Hi

When my team forwards an email to the service desk, it will be created twice and our service desk email will be added as request participant in one of the two issues created.

Any idea what is causing this?

We are using the default email handler

[Petter Gonçalves]

Hello @Pétur Björn

Thank you for reaching out.

Per your description, I understand that when someone forwards an e-mail to your Service desk about a pre-existing issue, a new issue is created instead of adding a comment to the original one. Is that correct? Or the two issues are being created at the same time when you forward an e-mail to create a single new issue in your Service desk?

Based on your description, I suggest you check the steps and provide the following information to further troubleshoot it:

1. Check if you are facing the bug below, properly checking if the steps apply to your scenario and check if the workaround might work for you:
   Identify the correct Issue for incoming E-mails from unknown users
2. Check if you don't have any automation rules that might be duplicating the issue under project settings > Automation and project settings > Project automation 
3. Check if you have any other e-mail addresses added in your Service desk project (under project settings > Email requests) that might be included in the forward list
4. Can you confirm what is the role of the user that is forwarding the issue? Is he an agent or a customer on the Service desk?

Let us know if you have any questions.

[Pétur Björn]

Hi Petter

I´m not seeing any rules that would be duplicating these issues

[Petter Gonçalves]

Hello @Pétur Björn

Thank you for your answer.

Can you please provide us with the information requested above? without the results you got from the steps I provided, I'm afraid I will not be able to give you further instructions to troubleshoot the problem.

If it is possible, provide us the full scenario:

1. what is the role of the user that is forwarding the issue and causing the duplicate problem? Is he an agent or a customer on the Service desk?
2. Is it an intermittent problem or you can reproduce it every time?
3. Once you confirm the question number one, check if other different types of users also reproduce the problem
4. Check if you are facing the bug below, properly checking if the steps apply to your scenario and check if the workaround might work for you:
   Identify the correct Issue for incoming E-mails from unknown users

Let us know if you have any questions.

[Pétur Björn]

Hi Petter

Got this from Yuri:

I followed his advice and I´m gonna see how it goes

[Petter Gonçalves]

All right @Pétur Björn

Let us know the outcome of the support provided.