How to check Integrity in JIRA Service Desk Cloud

[Kalyan Kumar Das]

How to check Integrity in JIRA Service Desk Cloud?

I am unable to find integrity check option in JIRA Service Desk on cloud. 

If its not available, then how to proceed. Kindly suggest

[Nic Brough -Adaptavist-]

I am sorry that the answer you got before was misleading - it was generated by an AI that has no understanding of your question or Atlassian software.

There is no integrity check available to service users in Cloud.  Cloud handles it automatically.

Why do you think you need to use it?

[Kalyan Kumar Das]

Hi Nic,

Thanks for the clarification. Actually we found an issue in production server that is given below:

1. Duplicate ticket has raised. Here every details is same but key is different.

2. We have a feature in JIRA Software that employee drop an email to our one of our team email id then JIRA have raise a new ticket. Here the issue which i am facing, when employee added a comment in existing ticket then JIRA raised again a new ticket. 

I don't know how to debug this type of issue? 

Thats the reason i have asked for integrity whether this option is available or not?

Can you suggest us here on this two point.

[Nic Brough -Adaptavist-]

The integrity checker would not help you with this, it's for fixing errors in the database when tables are not aligned.  This can happen when a server crashes, is shut down without time to clean up, bugs in the code (core, plugin, or script), or some idiot thinks it's ok to write to a Jira database with SQL.

It won't look at duplication of issues.

You need to debug why you are getting a new issue instead of a comment from the email being sent.

You'll need to look at the configuration of whatever you have set up to import the emails.  I suspect you have probably configured the wrong type of email handler - there's a simple "create issue from email" handler which does what it says on the tin, and my guess is that is what you have set up.

You probably want to swap that to a "create or comment" handler.  These scan the subject of the email looking for issue keys.  If it finds an existing issue key, it converts the body of the email to a comment on that issue.  If it does not find one, then it creates a new issue.

Check the handler config first, then look at the emails people are sending - are they including the issue key?