Duplicate Tickets

edgarcruz02

Environment Details:
PHP Version: 7.4.13
Web Server Software: Microsoft-IIS/10.0
MySQL Version: 8.0.26

osTicket Version: v1.15.4

Hi,

We are having a duplicate issue when a new user (No existing record on OsTicket) opened a ticket via an email. We replicated the issue but it is random, out of 4 new users that created an ticket, only 2 were duplicated. We also checked our settings but it is standard, no duplicate auto-cron, no special rules on the mailbox and our settings automatically deletes the email once a ticket is created.

ntozier

What's your time on the scheduler running?
What's your time on email fetch frequency?

edgarcruz02

Hi ntozier ,

Apologies for the late response.

Q: What's your time on the scheduler running?
A: It's on PST
Q: What's your time on email fetch frequency?
A: Every 1 minute

ntozier

edgarcruz02 Q: What's your time on the scheduler running?
A: It's on PST

A scheduler is something like Cron or Windows Task Scheduler. How often that runs in tandem with the email fetch frequency can cause collisions where emails are collected more than once.

Are you deleting or moving the emails after you create tickets?

edgarcruz02

We are deleting emails after the ticket has been created. To add, we are using Windows task Scheduler - Frequency every minute

ntozier

Try changing the frequency to every 2 or 3 minutes and see if the dupes go away.