Ticket Duplication on Email Fetch

voke254

I getting duplicate tickets on email fetch. I am currently fetching from 89 different emails seeing that each email is mapped to a department Kindly assist

These are my email configurations and I am using a corn set to fetch every minute

KevinTheJedi

voke254

Make sure fetch on auto cron is disabled. Also if you have the same email going to multiple system emails then yes of course it will be duplicated (unless the message id is the same then it should not duplicate).

Cheers.

voke254

Auto cron is disabled. I have also done a quick test and have sent an email to one system email and still got duplicates

KevinTheJedi

voke254

Is the same email going to two different system emails that are being fetched?

Cheers.

KevinTheJedi

voke254

Also what is your fetch frequency and cron job execution time? It might be a case of multiple cron jobs executing in a short amount of time.

Cheers.

voke254

KevinTheJedi The email is going to one system email being fetched

voke254

KevinTheJedi Fetch frequency is set to one minute on my cron and also one minute on the system

KevinTheJedi

@voke254

I would recommend setting your cron job and the Fetch Frequency every 3-5 minutes to make sure all emails are processed within that time. It could be that not all emails are processed by that 1 minute so when cron executes again it will pick up the emails that weren't done yet which would duplicate them.

Cheers.

voke254

Thanks KevinTheJedi. Is there an alternative way to resolve this without reducing the fetch frequency?

KevinTheJedi

voke254

Fetch less emails at a time. What I think is going on is your system sometimes can’t process all 8 emails within 1 minute and another cron job fires, picks up the email(s) that aren’t done yet on the first one and creates a duplicate ticket.

Typically duplicates are caused by multiple crons running at the same time or if you have a cron job running and Fetch on Autocron enabled. You said autocron is disabled so it has to be a case of multiple cron jobs.

Cheers.

voke254

Hello KevinTheJedi . I tested on the above and fetched less but still got duplicates. I have set fetch frequency to 3min as suggested and am currently testing on this. I will give you an update once done.

ntozier

I've seen what Kevin is describing before, and agree that it sounds likely.

ntozier

@voke254 I personally use 2 mins, 10 emails.

voke254

Hello ntozier , I tried with 2min fetching 8 but still got duplicates.

KevinTheJedi

@voke254

Please set your fetch frequency to 5 minutes and set your cron job to 5 minutes.

Cheers.

voke254

KevinTheJedi I Set it to 3min and set cron to 3min. I have not seen duplicates since changing the time. Thanks.

giannopk

Hi,
I tried all the above things on OST1.17 (cron and fetch 5 minutes and 5 emails) and I get duplicate tickets creation on every cron run.
Two tickets are created:

One that has an ID and can be accessed correctly.
A second one that has a different ID and cannot be accessed or found in the system. When you try to access that one by clicking on the email message link you get a "ticket: Unknown or invalid ID."

What is going on, please help.

KevinTheJedi

giannopk

You either have a setup issue or you have both email fetching options enabled (you should disable auto-cron option if you have a cron job/scheduled task) or you have multiple instances of cron running at the same time. You need to confirm you only have the one Email fetching option Enabled and that you only have one cron job running. You can set your Default Log Level to DEBUG, wait for the cron to hit, and check your system logs to see if you see duplicate cron runs in a short amount of time. You should also ensure your cron job is set to an adequate time like 5 minutes so it has time to fully process all emails in the queue before triggering another fetch.

Cheers.

giannopk

Kevin you are right.
In our case the problem was caused by having 2 cloned servers, a development and a production. Both were monitoring the same mailbox and both had their cron jobs setup. But the development server is not accessible from the internet, only locally.

When a ticket was created by email-to-ticket, each OS instance was monitoring the same mailbox and was creating it's own ticket and notified the ticket creator (which got 2 tickets, one from the dev and one from the live, with different numbers). However, the ticket creator browser, only knows the live server address, and can only access one of the two tickets created, that on the live server. Trying to click on the dev server ticket link in the autoreply email, links the ticket creator to the live server with a ticket number that does not exists in the live server, but only in the dev.

The problem was fixed by commenting out the cronjob line in the dev server and disabling email fetching options on the dev (plus autocron).

I hope the answer will help someone with the same problem.

ntozier

Honestly in my experience, this is the number one cause of dupe tickets. 🙂