Random issue duplication?

[Warren McInnes]

Hi, Please see attached image.

We often get a couple of duplicated issue,

Everything is the same except it gets allocated a new key?

It is random, but it's causing problems and frustration!

Regards,

Warren

[Nic Brough -Adaptavist- · Accepted solution]

There's no attachment.

The behaviour is consistent and correct - you definitely should get a new key for a separate issue. I think you need to look at how you are creating the issues. Are your users hitting back and re-committing data? Is it a script? Is there a browser issue? What you're seeing is the result of Jira getting the same request twice...

[Warren McInnes]

http://i.imgur.com/3QRlNm5.jpg

Image link

We spoke to the teamleader and they can asure they are not making two issues of the same and that however Jira is creating the duplicates? Hard even formyself to believe as it's almost an automated process?

[Nic Brough -Adaptavist-]

Jira itself won't create duplicates (unless you've got some seriously dodgy code in there), but it will respond to multiple requests.

I think we need to concentrate on how the issues are created, as we need to establish whether that method is creating two create requests, or if Jira has the aforementioned dodgy code added.

Now, I notice the summary of the issues all start with FW, which implies they are being created by email - is that the case? My immediate thought is that if you've got TWO email handlers installed and they are scanning the same email inbox, then you could have a situation where handler #1 picks up an email and starts to deal with it, then handler #2 does the same before handler #1 is finished and deletes it from the inbox. (Ok, a wild guess, but it fits at the moment - definitely the first problem to rule out). Have a look in Admin -> Services and check the email handlers.

[Warren McInnes]

What exactly should i be looking for in the email handlers?

[Nic Brough -Adaptavist-]

Two of them trying to read the same mailbox.

[Warren McInnes]

As in the "Catch Email Address:" in the incoming mail handlers?

if that is so, then there are more than one handler using the same Catch Email Address?

[uday ramakrishna]

We have the same issue. Tow issues had the same unique project number and only one of them shows up. It shows up in all the search filters but there is no way to get rid of it. Does anyone know what table in the database i would look for to remove this entry?

[Nic Brough -Adaptavist-]

We need to know exactly what you are seeing - Jira normally crashes out completely when two issues have the same key, and the data could be scattered through all sorts of places. Even if I pointed you at a particular table, we'd still need to see more before you could update the data correctly.

[uday ramakrishna]

Thanks for the quick response Nic. By some strange sense 2 people entered requests and it landed in one ticket number. Looks like the last one took the precedence. that said when i have a filter for aging projects the first one still shows up in the summary and under the assignee name with the correct desicriotion. When that ticket is clicked it leads to the second ticket that was created and displays the correct ticket. The issue is that it is squeing the numbers and i like to delete this ticket that seems to be the mole. I mainly see this happen when there is a filter of sorts.

[Paul Ramson]

Hi we have the same problem. We've managed to isolate it down to the mail handler creating multiple issues according to the number of people emailed in the 'to' field of the email, we also think it may be group mailing list addresses that don't have matching users.

It would be good for you to confirm this is the case for you too then one of us could lodge a bug.

Regards

Paul Ramson

[Warren McInnes]

http://i.imgur.com/3QRlNm5.jpg

Image link