We are running JIRA 7.2.1 and are still experiencing this issue. 

It has fix versions of both 7.1-OD-01 and 7.0.2.

Consequently, you would need to upgrade to 7.0.2 to get this fix today for JIRA Server.

If you are a JIRA Cloud customers, the fix should be available on the update scheduled for Monday 23rd Nov 2015.

Regards,

Oswaldo Hernández.
JIRA Bugmaster.
[Atlassian].

So what do we need to do? It shows fix version of 7.1 but that isn't released yet?

Yes, really fixed aermolaev

Really fixed?

What if you duplicate the message on mail server side to different sub-folders with separate mail handlers?

edit: I see it has been tried before. I think the mails have to have unique ids for this to work as the standard mail handler checks for it...

What support can do is help you verify that the bug does indeed still reproduce in the latest JIRA 6.4.x and help you come up with a feasible workaround until this issue can be fixed in product.

We escalated to support and they reported they knew of no workaround for this bug.

Hi sorin.ispas,
The issue is on Awaiting Development status which means that is currently in the backlog to be developed and being prioritised with other bugs and suggestions. There is no ETA at the moment for it's development. By keeping an eye on this bug report, you'll get updates on when it is being developed.

Here is some information on how Atlassian approaches but fixes: Atlassian Cloud Bug Fixing Policy

Cheers,
Mauro

Hi ,

This is affecting us as well.
Can we have a status of this issue ?
Sorin

I can confirm this affects our organization on JIRA 6.4.4. Can the issue be updated to indicate 6.4.x is affected?

This is affecting us as well. Please fix this!

https://support.atlassian.com/servicedesk/agent/JSP/issue/JSP-238441

Hi Sam,

Just to inform you that this bug is also causing a lot of problems in our organization.
People are missing crucial information and at the moment the only possibility we see is changing our internal workflow which is affecting a lot of people. Maybe there are not so much licenses having the problem, but the impact for those who are using the feature is big, very big in our case.
So please fix this bug.

Pieter

We are experiencing this issue as well at my organization.
We see this message in our logs:

Deleting message '..ticket subject...' without processing in order to avoid creating duplicate issues/comments. This message has already been partially processed, associated issue key: ...

The message has not been "partially processed" for the second project.
Considering they are separate mailboxes and separate projects, it seems straightforward that we should be creating a ticket for each of the projects, no matter that it came from a single email message. We should be able to control what group of projects should be related to others as far as "partial processing" goes.

Dear Sam,

We understand your Bug Fix Policy, but this is a critical bug for us. We do not understand why you changed one of major feature relating with creating issue and you didn't inform customers which what to upgrade JIRA to 6.3.x or even 6.4. we still don't know it. Why you didn't put it in release notes or at least information that these versions have such issue.

Best regards,
Hubert

Hi,

I understand everything - the policy, that you have many bugs etc..
but.. when there is a feature / functionality which was working from many JIRA version and it now it isn't for me it's a case for warranty and should be fixed exclusively for the company which do have the licence and bought your product and report the issue. Sorry but this is my point of view.

About the JIRA it's in 6.3.15
Case is: there is a distribution list which forward email to mailbox X and mailbox Y
JIRA has mailhandlers:

• capture mailbox X create issue in project A
• capture mailbox Y create issue in project B
  (the same case as it's describe in the email).

Then business user is sending the email to distribution list the email is passed to two emails, from which JIRA creates a ticket. The ticket should be created twice in project A and B and it isn't right now as it's saying that there was already a ticket created in project A and it will not be created in project B as it seems like duplicate.

Cheers
Pawel

Hi pawel.wysocki2,

Sorry to see that you are facing this bug too.
Can you please let us know in which version it is working?

I really appreciate your patience on this issue as we need to prioritize the bug fixes.
I would like to encourage you to cast a vote on that issue and share your use-case within the comments, as that has way more impact on our product development than most other efforts. Also add it to your watch list to get notified once it is implemented in a future version.
we have a Bug Fix Policy that indicates the approach we take towards bugs.

Cheers,
Sam,

Hi pawel.wysocki2,

I am really sorry that this issue is causing you and your organisation this amount of trouble right now and I do hope that we are able to address it.

There was no intent of arrogance from our side in our reply, we were simply trying to be as honest as possible with you and set expectations correctly, so that you could address this taking that information into account.

Whilst we would love to fix immediately all open bugs affecting our customers in the product, in reality we have a limited number of resources that we can employ to addressing issues like this one and a non-trivial backlog of other important issues that should addressed.

In consequence, this means that we must prioritise to work on issues based on customer impact and severity and unfortunately this means that certain issues can not be addressed as quickly as we would like to.

I hope that you can understand us on this.

Regards,

Oswaldo Hernández.
JIRA Bugmaster.
[Atlassian].

Hi hubert.rzyha,

Unfortunately, that is simply not possible

What support can do is help you verify that the bug does indeed still reproduce in the latest JIRA 6.4.x and help you come up with a feasible workaround until this issue can be fixed in product.

Regards,

Oswaldo Hernández.
JIRA Bugmaster.
[Atlassian].

Dear Oswaldo,

If we escalate it via https://support.atlassian.com do you prepare fix special for us in few days ?

Best regards,
Hubert

I don't agree. In the previous version it was working - now it doesn't - we have the licence and it's a part of the warranty - that you should fix the issue which you made.... i don't care whether that feature was used only bu us or not...
No you are telling me that you destroyed one of the JIRA features and if no other cares you send me on the tree....

What an arrogance....

Hi pawel.wysocki2,

Currently the issue has only 3 votes and has not generated significant support load, so it's not part of our short-term backlog at the moment which is currently at capacity.

Unfortunately, it will take some time until we are able to schedule to work on this, until this issue generates more interest from other customers or we schedule other more critical bugs in this area in our backlog,

For the time being, I would suggest to explore alternatives to workaround the bug until the issue can be scheduled for fixing.

If you need assistance in looking for a workaround please do get in touch with us at https://support.atlassian.com

Regards,

Oswaldo Hernández.
JIRA Bugmaster.
[Atlassian].

Hi hubert.rzyha,

No changes have been developed to address this issue in specific, so I would assume that 6.4.x will be affected too. If you would like to get a definite confirmation, could you please create a support ticket at https://support.atlassian.com we should be able to help you further there.

Regards,

Oswaldo Hernández.
JIRA Bugmaster.
[Atlassian].

Dear Support,

We have same bug in 6.3.15

Is version 6.4.x also affected this bug ?

Best regards,
Hubert

When we can expect fix for it? It destroyed our functionality in many projects... (one mail - multiple mail handlers creating multiple tickets in multiple projects)