Duplicate entries of a comment in Jira

[Petra Goldstein]

Hi,

Sometimes when entering comments in an issue, Jira registers multiple instances of that comment, as if it were entered multiple times in rapid succession. It also sends out notifications for each one of those. 

Typically 2-3 entries. I have seen an instance of 7 (seven) entries with the same timestamp. 

Has anyone seen this? Where would I even start looking?

JIRA server 6.3.1

Thanks,

Mike

PS I do NOT believe this is related to the only similar issue I have found reported that talks about double clicks. 

[Henry Auffahrt]

We have the same issue with duplicates comments, but as far as I can see it´s only a presentation error. Because I have only one button to delete the comment.

[Henry Auffahrt]

We solved this problem together with the Atlassian support. You find everything here: https://community.atlassian.com/t5/Jira-questions/Comments-in-Jira-are-showing-up-twice-duplicate-comments-in-Jira/qaq-p/891177#M290174

[Jiri Klouda]

I have figured out the cause of this issue. In atlassian-jira-outgoing-emails.log there is an exception entry for each email that is being resent. The email is sent and accepted by the mail server, but the response timeouts and JIRA will resend the email causing duplicates.

In "Administration -> System -> Outgoing Email -> Default SMTP Server -> Edit -> SMTP Host -> Timeout" I have changed the default value 10000 ms (10s) to 30s. This should largely solve the issue. If not, increase the timeout even further until those exceptions disappear.

2016-04-05 14:21:20,732 ERROR [Jira (Production)] Sending mailitem ....
com.atlassian.mail.MailException: javax.mail.MessagingException: Exception reading response;
  nested exception is:
        java.net.SocketTimeoutException: Read timed out
        at com.atlassian.mail.server.impl.SMTPMailServerImpl.sendWithMessageId(SMTPMailServerImpl.java:213)
        at com.atlassian.mail.queue.SingleMailQueueItem.send(SingleMailQueueItem.java:44)

Caused by: java.net.SocketTimeoutException: Read timed out
        at java.net.SocketInputStream.socketRead0(Native Method)
        at java.net.SocketInputStream.read(Unknown Source)
        at java.net.SocketInputStream.read(Unknown Source)
        at com.sun.mail.util.TraceInputStream.read(TraceInputStream.java:110)

[Dave Gunn]

Does anyone have a solution for this?  Hopefully not an add-on or involving long strings of SQL code. :)

[Dave Gunn]

Changing the timeouts hasn't done it.  I changed it to 7 seconds.

[Steve Kane]

I am seeing this for the first time after upgrading to JIRA 7.9 from < 7.3.

[Amy Biasella]

Same, seeing this after an upgrade from 7.4 to 7.11.

[GabrielleJ]

You can always create an "Improvement" or "New feature" in support.atlassian.com

[Operations Department]

I also see this problem - and indeed it is because the user accidentally clicks the Add Comment button multiple times. This especially happens when the ajax call is slow and the user hasn't gotten feedback that the click was accepted. Is there a way, or would it be possible, to disable the button after it has already been clicked until after the ajax call has been processed. Obviously feedback to the user would be great.

[GabrielleJ]

Sometimes it's the browser, sending multiple post sessions at a single click. Futhermore, It can be an add-on or javascript that may have affect this post behaviour. Browser add-on or JIRA add-on. This multiple comment happened to me, i think 2 or 3 times. Usually it's because of my mouse (double clicked by itself) coupled with a network latency during the click.

[Petra Goldstein]

From what I can see the two users I am tracking on this matter are using chrome (access_log). Generally we have found that Chrome and FF are way less quirky than IE with Atlassian products. It will be hard to qualify which browsers are used w.r.t. this issue until we collect more data. Also, we don't know how to reproduce it, so its a waiting game. Thanks, Mike

[GabrielleJ]

Is this happening on all browsers? All users?