Messages being reprocessed multiple times by Microsoft/Office 365 JSM mail handler
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Problem
Multiple duplicated tickets are being generated by Jira Service Management Office 365 custom mail handler, they are being created by a same email that was received.
Causes
The custom mail handler connection is in a legacy connection and displays the following warning:
Extracting the messages in the mail handler logs and checking their headers, they have the same Message-ID.
To extract the messages access the JSM project > Project settings > Email requests > View logs > … > Download raw email message.
Resolution
To fix this problem, disconnect and re-connect the mail handler using the OAuth method:
Last modified on Nov 9, 2021
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