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

Jira Email This Issue (JETI) 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.
To resolve this, choose from the following options:
  1. 1.
    Configure Jira Email This Issue to not add comments to the issue, and use the Email Log instead. This will make sure you only receive Email 1.
  2. 2.
    Communicate in comments instead of sending manual emails. Set up event notifications for the Issue Commented event, then enter the comment. This will make sure you only receive Email 2.

Workflow transitions and event notifications

If you add a Jira Email This Issue Post Function to a workflow transition to send emails, and you are on the recipient list, and you get an email (Email 1).
However, if this transition fires an event for which you have event notifications (Jira or JETI), you get another email (Email 2).
To resolve this, do the following:
Make sure that the workflow post function and the related event notification are not overlapping in terms of recipients.
Note: If you are a Jira user and you configure your preference to My changes: do not notify, then JETI respects 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 it's executed when the email is processed into a new issue, and you might get another email (Email 2).
To resolve this, choose from the following options:
  1. 1.
    Disable auto-acknowledgement. You will only get Email 2.
  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 only get Email 1.
Note: If you are a Jira user and you configure your preference to My changes: do not notify, then JETI respects this setting, and will not send you an email upon your actions or upon processing emails you send.
Note: If external users send emails, they may receive duplicate emails as explained above. Use either resolutions to solve the problem.

Jira Notifications

If you configure the 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).
To resolve this, choose from the following options:
  • Make sure that Jira and JETI event notifications do not overlap in terms of recipients.
  • We also recommend you configure either Jira or JETI notifications, but not both for the same Jira project.