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

      1. Set up SD instance using support@foo.com for customers to email, and SD issues to be auto-created
      2. 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
      3. 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.

            [JSDSERVER-2334] Service Desk still creating duplicate issues

            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.

            Marty (Inactive) added a comment - 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.

            Bharat Raj added a comment -

            Hi Marty,

            Can you respond here. is anyone is working on this ?

            Bharat Raj added a comment - Hi Marty, Can you respond here. is anyone is working on this ?

            Bharat Raj added a comment - - edited

            Is someone from Atlassian is looking into this. as per our business prospective its totally worthless for us. since 12 july 2016. we are spending our most of the time in closing the ticket.. please take this is on high priority..

            Bharat Raj added a comment - - edited Is someone from Atlassian is looking into this. as per our business prospective its totally worthless for us. since 12 july 2016. we are spending our most of the time in closing the ticket.. please take this is on high priority..

            I'm having exactly the same issue since same time frame July 12th. We totally depend on the reply feature to add comments rather than create new issues. For us the users email a group email address that includes the jira SD email address as part of that group, then the service desk agent (or anybody else in cc) would reply to the email in outlook, not within jira and not as a reply to an auto-generated email from jira, so the issue Id is not in the subject line. It was working fine until July 12th and now it's totally broken

            John McCormack added a comment - I'm having exactly the same issue since same time frame July 12th. We totally depend on the reply feature to add comments rather than create new issues. For us the users email a group email address that includes the jira SD email address as part of that group, then the service desk agent (or anybody else in cc) would reply to the email in outlook, not within jira and not as a reply to an auto-generated email from jira, so the issue Id is not in the subject line. It was working fine until July 12th and now it's totally broken

            Bharat Raj added a comment -

            Hi Support,

            We are using SD on cloud version with Jira Notification scheme and since 12 July 2016 Update we are facing the issue of ticket duplication below is the case:

            abc@example.com "Reporter" send the email to email handler with Subject "Issue Testing" with CC xyz@example.com under Project Sandbox and a New ticket created with issue key SDB-10.

            now further when CC person xyz@example.com respond to that email which abc@example.com sent then it create a new issue with Subject line "RE: Issue Testing" with issue key SDB-11

            again when original sender abc@example.com respond to same email then again it create the New ticket "RE issue Testing" with issue key SDB-12

            this was not causing since 12 July 2016 which i am pretty sure due to last update on JSD cloud instance.

            as disccused with Support Hazwan Support Engineer this is a Bug, but i am not able to understand how it was working till 12 July 2016 on our instance. please refer below response from Hazwan
            =========================

            Atlassian Cloud (formerly OnDemand) - Report a problem Reference: JST-209479
            Duplicate tickets ATLASSIAN INVESTIGATING
            Your request status changed to Atlassian Investigating.
            14/Jul/16 10:30 AM
            You can view the full request
            Previous activity

            Bharat Raj14/Jul/16 10:30 AM
            Hazwan,

            This doesn't make sense and it's all against our use case.

            We have lots of tickets in which CC Person's involvement/suggestions
            required and the response of CC Person's should be added as comment in
            ticket.

            i am pretty sure, this issue came due to last update with JSD cloud
            instance on 12 July 2016 which i can see at Application Versions
            <https://confluence.atlassian.com/cloud/application-versions-687219181.html>

            It was working till 12 July 2016. as workaround you suggested avoid using
            CC then what is the use of* Requesting Participant* filed ??

            Moreover if we disable the event issue commented for *Requesting
            Participant *in Notification scheme then there is no Option to response for
            CC Persons.

            along with https://jira.atlassian.com/browse/JSD-2334 we already had
            another bug in our JSD which *Ned Hassan [Atlassian] *marked
            here https://jira.atlassian.com/browse/JSD-3777 and it seems nobody is
            working to fix that one.

            Can you please schedule the GTM to discuss this.?

            Awaiting your early response !!

            Thanks
            Bharat

            On Thu, Jul 14, 2016 at 9:31 AM, Hazwan Ariffin [Atlassian] <

            Bharat Raj added a comment - Hi Support, We are using SD on cloud version with Jira Notification scheme and since 12 July 2016 Update we are facing the issue of ticket duplication below is the case: abc@example.com "Reporter" send the email to email handler with Subject "Issue Testing" with CC xyz@example.com under Project Sandbox and a New ticket created with issue key SDB-10. now further when CC person xyz@example.com respond to that email which abc@example.com sent then it create a new issue with Subject line "RE: Issue Testing" with issue key SDB-11 again when original sender abc@example.com respond to same email then again it create the New ticket "RE issue Testing" with issue key SDB-12 this was not causing since 12 July 2016 which i am pretty sure due to last update on JSD cloud instance. as disccused with Support Hazwan Support Engineer this is a Bug, but i am not able to understand how it was working till 12 July 2016 on our instance. please refer below response from Hazwan ========================= Atlassian Cloud (formerly OnDemand) - Report a problem Reference: JST-209479 Duplicate tickets ATLASSIAN INVESTIGATING Your request status changed to Atlassian Investigating. 14/Jul/16 10:30 AM You can view the full request Previous activity Bharat Raj14/Jul/16 10:30 AM Hazwan, This doesn't make sense and it's all against our use case. We have lots of tickets in which CC Person's involvement/suggestions required and the response of CC Person's should be added as comment in ticket. i am pretty sure, this issue came due to last update with JSD cloud instance on 12 July 2016 which i can see at Application Versions < https://confluence.atlassian.com/cloud/application-versions-687219181.html > It was working till 12 July 2016. as workaround you suggested avoid using CC then what is the use of* Requesting Participant* filed ?? Moreover if we disable the event issue commented for *Requesting Participant *in Notification scheme then there is no Option to response for CC Persons. along with https://jira.atlassian.com/browse/JSD-2334 we already had another bug in our JSD which *Ned Hassan [Atlassian] *marked here https://jira.atlassian.com/browse/JSD-3777 and it seems nobody is working to fix that one. Can you please schedule the GTM to discuss this.? Awaiting your early response !! Thanks Bharat On Thu, Jul 14, 2016 at 9:31 AM, Hazwan Ariffin [Atlassian] <

            Bumped this to Major.. looking at this.

            Marty (Inactive) added a comment - Bumped this to Major.. looking at this.

            I think this issue is caused by JRA-43397: The In-Reply-To header (not to confuse with the email's subject) is not being included in the response email correctly.

            Ignacio Pulgar added a comment - I think this issue is caused by JRA-43397 : The In-Reply-To header (not to confuse with the email's subject) is not being included in the response email correctly.

            We have been able to replicate this in our Service Desk instance as well. Here are the details.

            Atlassian JIRA Project Management Software (v7.0.9#70119-sha1:42e373b)
            Service Desk 3.0.10

            Workflow One:

            1. Email sent to me@mydomain.com from someone@mydomain.com (same domain, existing JIRA users)
            2. I replied and added support@mydomain.com to the to: line. A new ticket was created containing RE: in the summary
            3. someone@mydomain.com replied to my email. A duplicate ticket was created containing the same summary as the prior ticket.
            4. Further email replies create additional tickets

            Workflow Two:
            The only different here is that the original email sent include me@mydomain.com as a CC. All other steps are equal and we see the same behavior with duplicate tickets being created. It does not appear to be dependent on the CC line.

            This is a major issue as the conversion between us and the customer is being split. It is not unusual for the first email in a chain to not be sent to our help support email. This needs to be a supported workflow. When can we expect this to be fixed?

            ryanewtaylor added a comment - We have been able to replicate this in our Service Desk instance as well. Here are the details. Atlassian JIRA Project Management Software (v7.0.9#70119-sha1:42e373b) Service Desk 3.0.10 Workflow One: Email sent to me@mydomain.com from someone@mydomain.com (same domain, existing JIRA users) I replied and added support@mydomain.com to the to: line. A new ticket was created containing RE: in the summary someone@mydomain.com replied to my email. A duplicate ticket was created containing the same summary as the prior ticket. Further email replies create additional tickets Workflow Two: The only different here is that the original email sent include me@mydomain.com as a CC. All other steps are equal and we see the same behavior with duplicate tickets being created. It does not appear to be dependent on the CC line. This is a major issue as the conversion between us and the customer is being split. It is not unusual for the first email in a chain to not be sent to our help support email. This needs to be a supported workflow. When can we expect this to be fixed?

            Hi Matthew.

            Current configuration...

            Request security:

            Who can raise requests through email and the customer portal (list of customers)
            "Anyone can sign up for a customer account on my Customer Portal"

            Who can add participants to a request
            "Agents and customers"

            Customers add othe customers as participants by
            "Entering a full email address"

            Unsure if all CC'd users already exist as customers. I would expect they are created when they create their first issue. I'm certain we haven't gone in and added/invited all possible customer contacts to the SD customer list. Public signup is On.

            -Chris

            Chris Downey added a comment - Hi Matthew. Current configuration... Request security: Who can raise requests through email and the customer portal (list of customers) "Anyone can sign up for a customer account on my Customer Portal" Who can add participants to a request "Agents and customers" Customers add othe customers as participants by "Entering a full email address" Unsure if all CC'd users already exist as customers. I would expect they are created when they create their first issue. I'm certain we haven't gone in and added/invited all possible customer contacts to the SD customer list. Public signup is On . -Chris

            Hi chris.downey

            Can I ask if under the Request Security, that Request Participants is enabled for the Service Desk?

            And do all of the CC'd users already exist as customers in the Service Desk, or are they created when they create their first issue, if public signup is enabled?

            Regards
            Matt
            JIRA Service Desk developer

            Matthew McMahon (Inactive) added a comment - Hi chris.downey Can I ask if under the Request Security, that Request Participants is enabled for the Service Desk? And do all of the CC'd users already exist as customers in the Service Desk, or are they created when they create their first issue, if public signup is enabled? Regards Matt JIRA Service Desk developer

              mwinsen Marty (Inactive)
              chris.downey Chris Downey
              Affected customers:
              11 This affects my team
              Watchers:
              26 Start watching this issue

                Created:
                Updated:
                Resolved: