any ideas on this? I really need to find out why Alert Central is generating the duplicate alerts.
Very interesting issue, but we need more info to figure out why it occurring.
What email server do you use?
Please extend logging how it described below and after two identical alerts are generated bundle logs(Instructions for collecting Alert Central Logs), and attach it here.
Also attach the original email from Jira that caused the duplication if it possible.
FYI: To ensure that Jira don't generate two email you might want to in you email client create rule that copy all messages from Inbox folder to additional folder.
Thanks for collaboration,
How to extend logging
Can you append this lines to your logger:
<logger name="com.solarwinds.oncall.email.EmailPollerImpl" level="TRACE" />
<logger name="com.solarwinds.oncall.workflow.WorkflowControllerImpl" level="TRACE" />
<logger name="com.solarwinds.oncall.email.parser.MessageParserEngineImpl" level="TRACE" />
login into appliance (with admin/admin credentials; SolarWings Management tab > Edit Settings > logback-config.xml)
Than restart application.
Ok, I have extended the logging as suggested, and I have attached the bundled logs, along with the outlook email message, and the header and body of the email in case there is an isssue with opening up the msg file. We are using Exchange 2003 for our email server.
Could you please send matching rule as well.
We just checked logs and looks that your Jira duplicates email.
AC found two mail in integration email and generated two alerts which is expected behavior.
The problem is related to Jira setup, you may have wrong setup groups or users into it.
Please double check this setting.
I think that the issue may be with Alert Central because I setup a rule for the MS Exchange mailbox that is being checked by Alert Central to have it copy all email messages that come in to a different folder, and it shows only one email was sent by the Jira system. I also have the Jira system CC my personal email address whenever an email is generated, and once again only one email is generated. Is is possible that somehow Alert Central is seeing the same email message twice? (i.e. it starts processing, sees the email, and in the middle of processing checks again, and sees the same email again. Looking at the logs from what I sent you, the order of events seems to indicate that this is at least a possibility.)
Also, here is the matching rule that you asked for:
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I believe that I found the source of the issue (or at least masked the symptoms). It looks like the problem happens when Alert Central has not processed any email messages for several hours/days. When this happens, it looks like some processes get cold and out of sync with each-other, causing it to begin processing an email, and then process the same email a second time before the first process completes. I setup a scheduled task that generates an email to Alert Central every 30 min, which I then have a rule on Alert Central to trash the alert email. This seems to keep the processes warm enough that I have not had a repeat of the double-alert issue since I set this up.