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Bug
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Resolution: Duplicate
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Medium
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None
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3.0.0-OD-02, 3.2.0-OD-13
NOTE: This bug report is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding bug report.
Summary
JSD-1491 describes an issue as Resolved wherein subsequent email replies to an email linked to Service Desk creation are creating duplicate SD issues. It notes the fix version for OD as 2.4-OD-04.
We are running JIRA Service Desk v3.0.0-OD-02-001-D20150907T065544, and are still having this issue.
Steps to reproduce
- Set up SD instance using support@foo.com for customers to email, and SD issues to be auto-created
- Customer finds issue, emails support@foo.com with subject "Foo Is Broken", and CC's 3 other people, SD-1 issue is created with Foo Is Broken title
- One of the CC'd users replies to the email thread, including support@foo.com as a recipient, "Re: Foo Is Broken" becomes subject of the email thread
Expected results
- Replying person's email content from step 3 is added as a comment to the SD-1 issue, no duplicates issues are created
Actual results
- Replying person's email from step 3 creates SD-2 with Re: Foo Is Broken title. SD-1 and SD-2 are not linked in any way. Content from replied email in SD-2 is not present in SD-1 and vice versa.
Notes
I'm not 100% certain, but it seems to be arising from "Re:" being added to the subject line of the email. This is extremely tedious to deal with.
- duplicates
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JSDSERVER-2373 Replies to a Service Desk email from an unknown user should add comment to original issue and not create a new one
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- Closed
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- relates to
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JSDSERVER-4058 Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant
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- Closed
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JSDCLOUD-2334 Service Desk still creating duplicate issues
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- Closed
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- was cloned as
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TESLA-674 Failed to load
Hi all,
ryanewtaylor, mariffin, bharat2, john.mccormack, mlavender after investigating the issue you've raised we've determined that there are 2 similar, but subtly distinct scenarios in play here.
1) The problem you've recently encounted - now tracked via https://jira.atlassian.com/browse/JSD-4058
i) Alice sends an email to JSD to create Request 1 and CCs Bob
ii) JSD Creates Request 1
iii) Bob replies to the original email - not a JSD email
iv) JSD receives Bob's email and creates Request 2
It is this last step that has changed and we are working on fixing this and pushing out a change.
Please watch https://jira.atlassian.com/browse/JSD-4058 for updates.
2) The original issue reported for this ticket
i) Alice sends an email to JSD to create Request 1
ii) Alice receives emails from JSD as comments are added to the Request
iii) Alice forwards or replies to one of the JSD emails and CCs Bob (Bob is NOT a Request Participant on Request 1)
iv) Bob decides to reply to the email thread
v) JSD receives Bob's email with the right subject (containing issue key) and headers and can identify which issue it belongs to.
Since Bob isn't a Request Participant on Request 1, JSD creates a new Request 2.
This behaviour has been in play for many months now and is covered by this ticket.
We are working on this, but it is not a quick fix and involves a decent amount of analysis and design work prior to implementation.