not wanted auto creations

[Haldur Suni Johansen]

In Jira Software when a customer sends a case to our service desk (SD), the case will get a number eg sd-1.
Then SD move it to a project and it gets a number eg net-1, but at the same time jira also auto creates another issue with number sd-2.
When someone assign it to somebody a new issue is again auto created with number sd-3.
If someone makes a comment in net-1 a new issue is again auto created with number sd-4 etc.
In the end of the day we can have something like this:
key summary
SD-1   you got issue ## RE-123456 ## ....
NET-1 [Request ID ## RE-123456 ## ...
SD-2   Issue ##123456## has got a comment
SD-3   Issue ##123456## has got a comment
SD-4   Issue ##123456## has got a comment
SD-5   Issue ##123456## has got a comment
...

Does anyone know why we are getting all these auto creations SD-?

[Haldur Suni Johansen]

Hi Ignacio and thx for the answer.

I will look at the "linked issue" issue.

The customer is the reporter.
The user has a different email.
We have handlers configured but I have not configured it - I have inherited the task and are trying to understand the problem :) It is configured like this: Server=Exchange IMAP, Delay=1, Handler=Create a new issue or add a comment to an existing issue (is this the reason?), Folder Name=blank 

[Ignacio Pulgar]

Is there an email address set in the SD project for receiving email requests?

If so, is it the same address configured in the mail handler?

Also have a look at these articles:

https://confluence.atlassian.com/jirakb/logs-contain-received-message-carrying-this-jira-instance-fingerprint-due-to-mail-loop-detected-191005382.html

Mail and mail handlers troubleshooting.

[Ignacio Pulgar]

I'd recommend researching a little bit on it and if, after reading the articles and performing some configuration changes the problem is not fixed, then you may open a ticket with Atlassian Support.

Best regards.

[Ignacio Pulgar]

Hi Haldur,

First of all, I wouldn't recommend moving the issue from your SD project; the correct approach is creating a linked issue in the software project instead, after triaging it. If you remove the issue from SD, then SLAs won't be measured, and you will lose many of the built-in possibilities of Service Desk, like automation rules, among others.

That said, it seems the email configuration is somehow set in a way that is causing a loop, therefore creating that many issues...

Please, answer to the following questions:

• On moving an issue from SD to the Software project, what user is being set as the reporter?
• Does that user have an email which is the same one configured to open a new request in your SD?
• Do you have any mail handlers configured in you Jira instance? If so, how are they configured?