Fetching old emails

missAzie

Hello, I am facing this problem whereas OSTicket started receiving appended tickets already created previously. Recurring tickets are being appended on the same frequency that emails are fetched, i.e. every 5 minutes emails are fetched and same tickets are appended to old ones. Seems like OSTicket is seeing the same emails as new ones and trying to append them to tickets. I have set fetching emails to 'Archive - Move to Folder'

This is very weird because all fetched emails is moved to different folder

KevinTheJedi

missAzie

Then it sounds like they somehow got put back in the INBOX or you were not doing so previously and recently configured to move.

Cheers.

missAzie

@"KevinTheJedi" no, we have this setting since day 1 implementation. I noticed this is happen recently after we migrated to OSTicket latest version and changed Authentication from basic to OAuth2.

I can confirmed that the old emails is moved to dedicated folder..no longer in INBOX

KevinTheJedi

missAzie

Then I don't know. The only way it would fetch older emails if they were in the configured fetch folder or if they were somehow recently forwarded or something.

Cheers.

ntozier

Did you log into the mailbox and create the "fetched" folder?

missAzie

@KevinTheJedi @ntozier ..yes i have that folder created long time ago and the fetched email nicely flow into the 'fetched' folder. The thing is now the same email fetched again into OSTicket and the new case number created.

... and i have checked the email is not in the INBOX folder recently. The email only exist in 'fetched' folder and the date is a few months back when the first time we received the email.

KevinTheJedi

missAzie

Then that doesn’t really make much sense. Are you running the latest build of the OAuth2 plugin?

The only other time I’ve seen this is when outlook was showing an “empty” inbox but turns out it was only showing emails from the past 12 months so it didn’t show older emails in the inbox (not even in the mailbox counts).

Cheers.