Duplicate Tickets

Moderator: crythias

Xeon5
OTRS newbie
Posts: 3
Joined: 12 Aug 2015, 10:51
OTRS Version?: 3.3.8

Duplicate Tickets

Postby Xeon5 » 19 Sep 2017, 14:22

Hi all,

Over the last few months we have been seeing duplicate tickets created on OTRS. Is there any reason that this may be happening? (see example below)

otrs_duplicatetickets_example.png


Many thanks in advance
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Xeon5
OTRS newbie
Posts: 3
Joined: 12 Aug 2015, 10:51
OTRS Version?: 3.3.8

Re: Duplicate Tickets

Postby Xeon5 » 22 Sep 2017, 10:30

Hi all, apologies for double posting but I could really do with some help on this one as the issue seems to be getting worse.

Thanks again

RStraub
OTRS guru
Posts: 2049
Joined: 13 Mar 2014, 09:16
OTRS Version?: 5.0.14
Real Name: Rolf Straub

Re: Duplicate Tickets

Postby RStraub » 22 Sep 2017, 10:37

Well, could you provide the history entries for one of the tickets and the RAW mail ?
Currently using: OTRS 5.0.14 -- MariaDB -- Ubuntu 16 LTS

reneeb
OTRS guru
Posts: 4281
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
Contact:

Re: Duplicate Tickets

Postby reneeb » 22 Sep 2017, 12:06

Did you check if the mail was addressed to two addresses that are fetched by OTRS? Did you check the OTRS log for messages that could give hints what the problem is?
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Free OTRS add ons from the community: http://opar.perl-services.de
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