multiplicated answear emails sending

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darekgr1
OTRS newbie
Posts: 1
Joined: 01 Feb 2013, 16:26
OTRS Version?: 6.0.15

multiplicated answear emails sending

Post by darekgr1 »

Hi,
We are using OTRS many years, starting from version 3.x, actualy 6.0.15.
Since last couple month i have a problem with multiple sending the same email message.
Problem occurs when sending response or forwarding email by agent. In log i can see the same email sent 3 or 4 times in the same time:

Code: Select all

[Thu Dec 27 13:25:28 2018][Info][Kernel::System::Ticket::Article::Backend::Email::ArticleSend] Queued email to '"XXX, Tomasz" <Tomasz.xx@xxx.xx>' from 'Atmoterm SA <xx@atmoterm.pl>'. HistoryType => SendAnswer, Subject => Re: Odp.: BK Ostróda (MPK 107110) [#3752314];
[Thu Dec 27 13:25:28 2018][Info][Kernel::System::Ticket::Article::Backend::Email::ArticleSend] Queued email to '"XXX, Tomasz" <Tomasz.xx@xxx.xx>' from 'Atmoterm SA <xx@atmoterm.pl>'. HistoryType => SendAnswer, Subject => Re: Odp.: BK Ostróda (MPK 107110) [#3752314];
[Thu Dec 27 13:25:28 2018][Info][Kernel::System::Ticket::Article::Backend::Email::ArticleSend] Queued email to '"XXX, Tomasz" <Tomasz.xx@xxx.xx>' from 'Atmoterm SA <xx@atmoterm.pl>'. HistoryType => SendAnswer, Subject => Re: Odp.: BK Ostróda (MPK 107110) [#3752314];
[Thu Dec 27 13:25:29 2018][Info][Kernel::System::Ticket::Article::Backend::Email::ArticleSend] Queued email to '"XXX, Tomasz" <Tomasz.xx@xxx.xx>' from 'Atmoterm SA <xx@atmoterm.pl>'. HistoryType => SendAnswer, Subject => Re: Odp.: BK Ostróda (MPK 107110) [#3752314];
Only one agent have such problem and it occurs 3-4 times for each month. All agents sent 500-700 answers monthly total, so problem is less than 1% messages.
We tried 3 different browsers, later different computer with fresh browsers installation, otrs upgrade 6.0.12 to 6.0.15 and still no effects.

Any idea where to search problem?

gerald2545
OTRS newbie
Posts: 20
Joined: 19 Jul 2019, 16:31
OTRS Version?: 6.0.14
Real Name: Gerald
Company: INRA

Re: multiplicated answear emails sending

Post by gerald2545 »

Hi,
same problem on our instance during the last months (OTRS 6.0.14), my first install.
Did you find the origin of this problem?

It happens few times for the same person I guess. The worst case : the same email was sent to our customer 150 times, with attachments. The notifications were also sent 150 times.
For other identified cases, the email was sent between 3 to 5 times.

No way to reproduce it....
the agent reported that she wrote her email, joined files, did something else for several minutes then click on the "send" button. The top of the window was then displayed with an orange button "Cancel and close". She clicked on it, rewrote her email and the same thing happened.

For this "150" case, it seems that the server was out of memory : at the same time there was an OOKill for another service on the same server. I don't know if the origin of this OOM is due to OTRS or something else...
we added some RAM (from 8 to 16GB). It then happens few times, and less impressive, but not solved.

I searched but didn't find why OTRS behaved like this....
if you have any ideas....
my colleagues are afraid using OTRS now....

Gérald
OTRS : 6.0.29, with FAQ extension, on centOS7
Agent auth against local database (postgresql 9)

gerald2545
OTRS newbie
Posts: 20
Joined: 19 Jul 2019, 16:31
OTRS Version?: 6.0.14
Real Name: Gerald
Company: INRA

Re: multiplicated answear emails sending

Post by gerald2545 »

the problem appeared this morning too...
1 e-mail sent 5 times to the same user.....
OTRS : 6.0.29, with FAQ extension, on centOS7
Agent auth against local database (postgresql 9)

gerald2545
OTRS newbie
Posts: 20
Joined: 19 Jul 2019, 16:31
OTRS Version?: 6.0.14
Real Name: Gerald
Company: INRA

Re: multiplicated answer emails sending

Post by gerald2545 »

OTRS : 6.0.29, with FAQ extension, on centOS7
Agent auth against local database (postgresql 9)

gerald2545
OTRS newbie
Posts: 20
Joined: 19 Jul 2019, 16:31
OTRS Version?: 6.0.14
Real Name: Gerald
Company: INRA

[SOLVED] Re: multiplicated answear emails sending

Post by gerald2545 »

solved, will be included in v 6.0.21
OTRS : 6.0.29, with FAQ extension, on centOS7
Agent auth against local database (postgresql 9)

pranjalraut
OTRS newbie
Posts: 1
Joined: 09 Aug 2019, 09:51
OTRS Version?: OTRS 7
Real Name: pranjal
Company: weepro
Contact:

Re: multiplicated answear emails sending

Post by pranjalraut »

Great Information :)

kumarwaar
OTRS newbie
Posts: 2
Joined: 26 Aug 2020, 08:55
OTRS Version?: otrs-3.0.11-03
Real Name: Rajeev kumar

Re: multiplicated answear emails sending

Post by kumarwaar »

Great information here. Thank you!

gerald2545
OTRS newbie
Posts: 20
Joined: 19 Jul 2019, 16:31
OTRS Version?: 6.0.14
Real Name: Gerald
Company: INRA

Re: multiplicated answear emails sending

Post by gerald2545 »

I confirm the problem is now solved
OTRS : 6.0.29, with FAQ extension, on centOS7
Agent auth against local database (postgresql 9)

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