JIRA Cloud service desk creating duplicate tickets when emailing default email address

[Li Xu]

Recently we changed from checking a secure POP email address from Office 365 to using the built in JIRA service desk email address and now random issue are been created with a duplicate ticket.

In my tests I receive 2 confirmation emails with different ticket IDs.

I have also checked and there is only 1 email handler setup.

Please help.

[Alexey Matveev]

There is a resolved ticket in Atlassian support. There is a workaround. Kindly try to apply the workaround:

https://jira.atlassian.com/browse/JRACLOUD-67475

[Li Xu]

Hi Alexey,

Thanks for your reply I did as suggested and increased delay to 5 mins however I am still getting duplicates not sure what else to try.

Regards,

Li