How to prevent duplicate emails

Duplicate emails may result from several causes:

  • event notifications and comments
  • workflow transition and event notification
  • auto-acknowledgments workflow transitions
  • JIRA Notification Scheme

Event Notifications and Commenting

Email This Issue may be instructed to add a comment to the issue when an email is sent using the Email button. If you are on the recipient list, you will get an email (Email 1). 

However, when the comment is added, an event Issue Commented is fired by JIRA. If you configured event notifications (JIRA or JETI) for the Issue Commented event, you will receive an email (Email 2).

Email 1 and Email 2 may be exactly the same, hence duplicate emails.

Resolution:

  1. configure Email This Issue to not add comments to the issue (use the Email Log instead), this will make sure you won't receive Email 2, but only Email 1.
  2. communicate via comments instead of sending emails manually. Set up event notifications for Issue Commented, enter the comment instead of sending emails. You will not receive Email 1, but Email 2.

Workflow Transition and Event Notifications

If add Email This Issue Post Function to a workflow transition to send emails and you are on the recipient list, you may get an email (Email 1).

If this transition fires an event for which you have event notifications (JIRA or JETI), you may get an email (Email 2).

Resolution:

  • make sure that workflow post-function and the related event notification are not overlapping in terms of recipients.

 

If you are a JIRA user and you configure your preference "My changes: do not notify" then JETI will respect this setting and will not send you an email upon your actions or upon processing emails you send.

Auto-Acknowdgement

If you process emails using Email This Issue Mail Handler, you may enable auto-reply (or auto-acknowledgement) emails. If you send the email, you may get an auto-reply (Email 1).

However if you configured Email This Issue Post Function in Create workflow transitions that is executed when the email is processed into a new issue, you may get an email (Email 2).

Resolution: 

  1. Disable auto-acknowledgement. You won't get Email 1, but only Email 2.
  2. Make sure you configure Email This Issue post-function in the Create workflow transition so that you are not included in the recipients. You will get Email 1 but not Email 2.

 

If you are a JIRA user and you configure your preference "My changes: do not notify" then JETI will respect this setting and will not send you an email upon your actions or upon processing emails you send.

If external users send emails, they may receive duplicate emails as explained above. Use either resolutions to rectify the problem.

JIRA Notifications

If you configure JIRA Notification Scheme in your JIRA Project, then upon events you may get an email from JIRA (Email 1).

If you also configure Email This Issue event notifications as well, you may get an email from Email This Issue (Email 2).

Resolution:

  • make sure that JIRA and JETI event notifications do not overlap in terms of recipients
  • or to make things clear, we recommend you configure either JIRA or JETI notifications but not both for a JIRA project