Service Management Mail Handler breaks if Multiple users have same Email
Platform Notice: Cloud and Data Center - This article applies equally to both cloud and data center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Problem
Jira Service Management fails to retrieve issues created by a user via email if multiple users have the same email address.
Diagnosis
Environment
Jira Service Management.
Diagnostic Steps
Create multiple Service Management customers with the same email address.
Send an email as one of the users to create an issue.
Service Management Mail Handler would receive the email, likely mark it as processed after a while but no issue is created
Cause
Due to there being multiple users with the same email, Jira Service Management gets confused which user to create the issue under(remember that issues created by one customer should not be viewable by another unless they are added as watcher)
Solution
Resolution
Confirm that there are no users with duplicated email address.
If there are, change the email address of one of them.
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