Multiple Notification emails -user mentions

[Saad]

I have disabled all notifications and disabled all notifications in my scheme.

However, some users in my projects are getting duplicate emails when they are mentioned (@) on an issue.

I want to retain the user mention notification but cant understand why it is sending multiple emails

[Brant Schroeder · Accepted solution]

Are you using any apps that do something with emails? (Post function in workflows, automations, etc.)

[Saad]

Hi Brant 

Yes, I use Email this issue Add on. 

We use that for a) sending emails manually or b) to fire an email using workflow post function on a particular status change.

Thanks

[Brant Schroeder]

Do you have a test environment that you can recreate the issue in?  If so please disable the Email This Issue app and see if the issue goes away.  If it does then you pinpointed the problem and you can then make configuration changes to ensure that emails are not going out twice.

[Saad]

Hi Brant

I did some further digging,it turns out it was due to SMTP timeout. See the post below:

https://confluence.atlassian.com/confkb/email-notifications-from-confluence-are-duplicated-using-microsoft-exchange-server-660966544.html

Seems to have fixed it now.

thanks a bunch

[Brant Schroeder · Accepted solution]

You can learn more here: https://confluence.atlassian.com/servicedeskserver0316/managing-service-desk-notifications-961789275.html

I believe that the individuals getting 2 notifications is do to this:
You can make the change if you are a JIRA admin by going to Applications -> JIRA Service Desk Notifications

[Saad]

Hi Brant. thanks for this. I already had this set to the first option. What worries me is that the duplicate emails weren't happening before.

Any other thoughts? Same is happening with any email that is triggered by JIRa.

E.g. we have an automation rule that triggers an email on a status change. That also generates 2 emails, its not just notifications...