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Duplicate tickets created from forwarded email

Michael Jones
Michael Jones June 6, 2018

Whenever we forward an email into the helpdesk (IE, someone who should have submitted a ticket but decided to email one of us directly instead), about 3-5 minutes after the ticket is created in the helpdesk, another duplicate shows up.  Is this a known bug?  What could be causing this?

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Luciano Fagundes
Luciano Fagundes
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 6, 2018 edited

Hi Michael

It looks like JIRA is not able to mark the e-mail as processed or when forwarding the e-mail, two e-mails are being created on the helpdesk mailbox.

Please check how many e-mails are in the helpdesk mailbox after forwarding it. 

Hope it helps!

Cheers!

L.F

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