I'm using osTicket (v1.17.2) and ever since upgrading from v1.16.4 I've noticed a pattern. Every time I delete a ticket, the same ticket is created. The user gets an email that a ticket has been created and I see the same ticket marked as unread a few minutes after I delete it. My instance of osTicket is here - https://support[dot]vitaltechresults[dot]com/. Let me know if I should provide screenshots or more details. Thank you.

  • devadi_dev

    I assume you have "Do nothing (not recommended)" set for your Fetched Emails setting for the system email (Admin Panel > Emails > Emails > click the email being fetched from > Remote Mailbox > Fetched Emails). As the option states, this is not recommended. If you "do nothing" the emails remain in the inbox and have a chance of being reprocessed. Although the Message ID of that email should remain in the ost_thread_entry_email table so it shouldn't recreate a ticket unless that record got deleted somehow (this should not happen on normal ticket delete process - see here) or somehow magically the Message ID of the email got changed (which I highly doubt). You can instead change the Fetched Emails option to "Archive - Move to folder" which will move the emails to a separate folder after fetching or change it to "Delete emails" where it will delete the emails after fetching.

    Please note that if you go with either option it will go through the configured Fetch Folder (every single email in there) and reprocess them which means attempt to recreate tickets if they don't already exist. So what I recommend is moving all previous emails out of the configured Fetch Folder into a separate folder first (or delete them) then change your Fetched Emails setting. This way the system only sees and processes the new mail and you won’t run into chaos.

    Cheers.

    devadi_dev changed the title to deleting ticket creates same ticket again.

    Sounds like the system is collecting emails and re-creating the ticket.
    Are you doing any post email processing? (moving emails, or deleting them)

    Thanks for the quick reply. This started to happen after I upgraded to v17. I didn't make any changes on my email provider. I am not aware of any post-email processing. Would that be in osTicket? After deleting any ticket is an email sent somehow? The user is notified that a ticket was created but it's the same ticket I just deleted. This doesn't happen when closing/resolving a ticket.

      devadi_dev

      I assume you have "Do nothing (not recommended)" set for your Fetched Emails setting for the system email (Admin Panel > Emails > Emails > click the email being fetched from > Remote Mailbox > Fetched Emails). As the option states, this is not recommended. If you "do nothing" the emails remain in the inbox and have a chance of being reprocessed. Although the Message ID of that email should remain in the ost_thread_entry_email table so it shouldn't recreate a ticket unless that record got deleted somehow (this should not happen on normal ticket delete process - see here) or somehow magically the Message ID of the email got changed (which I highly doubt). You can instead change the Fetched Emails option to "Archive - Move to folder" which will move the emails to a separate folder after fetching or change it to "Delete emails" where it will delete the emails after fetching.

      Please note that if you go with either option it will go through the configured Fetch Folder (every single email in there) and reprocess them which means attempt to recreate tickets if they don't already exist. So what I recommend is moving all previous emails out of the configured Fetch Folder into a separate folder first (or delete them) then change your Fetched Emails setting. This way the system only sees and processes the new mail and you won’t run into chaos.

      Cheers.

        You are correct! I guest I had changed that setting during the upgrade process. I've changed it to Archive - Move to Folder. Thanks for your help.

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