Duplicate Tickets

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

Duplicate Tickets

Post by Xeon5 »

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
Znuny newbie
Posts: 3
Joined: 12 Aug 2015, 10:51
Znuny Version: 3.3.8

Re: Duplicate Tickets

Post by Xeon5 »

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
Znuny guru
Posts: 2210
Joined: 13 Mar 2014, 09:16
Znuny Version: 6.0.14
Real Name: Rolf Straub

Re: Duplicate Tickets

Post by RStraub »

Well, could you provide the history entries for one of the tickets and the RAW mail ?
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
reneeb
Znuny guru
Posts: 5018
Joined: 13 Mar 2011, 09:54
Znuny Version: 6.0.x
Real Name: Renée Bäcker
Company: Perl-Services.de
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Re: Duplicate Tickets

Post by reneeb »

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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