Issue Summary

Jira is creating duplicate tickets for the same mail, while using Microsoft Office 365 and Custom Google mailbox

Issue is sporadic, and is not reproducible.

Steps to Reproduce

1. This happens while using Custom Mail Address, powered by Microsoft Office365 and Custom Google mailbox (related JAC bug related to google: https://jira.atlassian.com/browse/JSDCLOUD-13992 )
2. This issue is sporadic - there is no pattern which we can replicate.

Expected Results

Once an email is fetched, processed and marked as ‘Read’, the email should not be processed again.

Actual Results

Jira processes the same email in the next cycle and creates a new ticket again. 

Workaround

This problem happens only when Jira fetches and processes emails directly from Outlook mailbox. As a workaround:

1. Configure forwarding rules in the Outlook mailbox to forward messages to JSM project's default mailbox, xxxx@sitename.atlassian.net.
2. Remove the Outlook mailbox from JSM project configuration, and let the emails get processed via the project's default mailbox.