Duplicate Tickets

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

Duplicate Tickets

Post by 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

Post by 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: 2052
Joined: 13 Mar 2014, 09:16
OTRS Version?: 5.0.14
Real Name: Rolf Straub

Re: Duplicate Tickets

Post by 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: 4651
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
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Re: Duplicate Tickets

Post by 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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