How can i turn off constant reply dublicates loop ?
Asked by Rokas Kvedaras:

Hello,   

We have dedicated project for one Client/User which raises a ticket when it's needed, but one day, out of a clear blue sky we started to receive massive number of duplicated messages.

It seems that this issue appeared after Jira Cloud Update on June 17 \~23:00 GMT:  

![Jira changes..jpg](https://community.atlassian.com/t5/image/serverpage/image-id/335574i27A7BD9CDD8D5CDD/image-dimensions/153x147?v=v2 "Jira changes..jpg")  

We don't know what happened because no changes were made from our side, but on June 18 we started to receive this madness with multiply reply loop.  

Sometimes one ticket generates additional \~200 new tickets:  
![Loop_Jira3.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/335583iA8505466466F80C7/image-dimensions/395x617?v=v2 "Loop_Jira3.jpg")  
And it is only first page of this kind of duplicates.  
Content of each duplicated message looks like this:  

![Content.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/335595i535B00A5F3DE4077/image-dimensions/310x245?v=v2 "Content.jpg")  

What we tried:

* First time we tried to turn off only the "Automation" rule which is added to all tickets - still experienced the same behaviour;
* Second time we disabled all rules - still experienced the same behaviour;
* Also tried to change Users from which we receiving these ticket permissions - still experienced the same behaviour;
* Also tried play around with "Features", but still experienced the same behaviour;

It can be what client changed something, but still we want to check all available possibilities what could have caused it.  

Please check it and give us advice on what else we can try.  

Best regards  
Rokas Kvedaras


Answers:
author: John Funk
body: Hi Rokas - Welcome to the Atlassian Community!

If you look at the history of the issues, who does it say is creating them?

Is there any post function in the workflow that might be causing it?

comments: author: Rokas Kvedaras
body: Good day,  
It's nice to be here.

<br />

We always trying to use Jira configuration as simple as possible.

* *If you look at the history of the issues, who does it say is creating them?* All issues - primary ticket and duplicates are created by our Client  
  ![History_Jira.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/335827i3141CBBD0EFF0418/image-dimensions/416x91?v=v2 "History_Jira.jpg")
* *Is there any post function in the workflow that might be causing it?* We are using Jira Default workflow which was created with Project and i can't see any post function:  

  ![Workflow.jpg](https://community.atlassian.com/t5/image/serverpage/image-id/335829iFC8FC20B5E14963E/image-dimensions/491x194?v=v2 "Workflow.jpg")

What more can we check ?  

Thank you.

Best regards  
Rokas Kvedaras


author: John Funk
body: Ah, sorry, just noticed that the Request Type/Issue Type is Emailed Request, which I would take to mean that there are multiple emails coming in for some reason. So maybe when an issue is created, it is sending an email to that same email address. Which when received on your email system is sending a new email for some reason.

So, check that that scenario to see if that is happening.


author: Rokas Kvedaras
body: Good day,  

We don't find anything suspicious regarding our scenarios and how it works, but i forgot to mention that Client generates ticket also using his Jira and mail address which is added to our Jira works like a source point from which we receive tickets.   

So basically we have situation when Jira talks to Jira.   

Only thing what helped us to remove duplicates was to turn off **Customer notifications \> Request created** function.  

Best regards  
Rokas Kvedaras


author: John Funk
body: Yep - that's exactly what I suspected - it's the email coming from the Customer notifications that is going to an internal email that you have setup when you email the system from that account. It creates a ticket when you email from that address as you intend for it to. Then the Customer notification sends an email to that same email address which then kicks off a looping action.


Tags: cloud

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