We have a recurring error #1062 that started when we migrated to v1.17. I've copied a trace message below. This happens when a user copies two (or more!) different departments, with different email addresses, in the same email initiating a ticket. Routing rules to send the ticket to the correct department have been in place since at least v1.15, and they are still routing the tickets correctly, but since we upgraded to v1.17, the routing is also creating this error message. I suspect that it is happening when the email is fetched by department A and routed to department B, then later fetched by department B from its own inbox, but I haven't been able to catch that fetching behavior in the act.
The end result, other than the error message, is exactly what we want to happen. So is there some way we can suppress this error message so that when a REAL error occurs, we don't ignore it? We get several of these a day.
Thanks!
Error message:
[INSERT INTO ost_thread_referral SET thread_id = 298837, object_id = 4, object_type = 'D', created = NOW()]
Duplicate entry '4-D-298837' for key 'ref'<br />
<br />
---- Backtrace ----<br />
#0 C:\inetpub\wwwroot\osTicket\include\mysqli.php(211): osTicket->logDBError()<br />
#1 C:\inetpub\wwwroot\osTicket\include\class.orm.php(3482): db_query()<br />
#2 C:\inetpub\wwwroot\osTicket\include\class.orm.php(658): MySqlExecutor->execute()<br />
#3 C:\inetpub\wwwroot\osTicket\include\class.thread.php(1961): VerySimpleModel->save()<br />
#4 C:\inetpub\wwwroot\osTicket\include\class.thread.php(380): ThreadReferral::create()<br />
#5 C:\inetpub\wwwroot\osTicket\include\class.ticket.php(3039): Thread->refer()<br />
#6 C:\inetpub\wwwroot\osTicket\include\class.thread.php(1418): Ticket->systemReferral()<br />
#7 C:\inetpub\wwwroot\osTicket\include\api.tickets.php(187): ThreadEntry::lookupByEmailHeaders()<br />
#8 C:\inetpub\wwwroot\osTicket\include\class.mailfetch.php(84): TicketApiController->processEmail()<br />
#9 C:\inetpub\wwwroot\osTicket\include\class.mailfetch.php(137): osTicket\Mail\Fetcher->processMessage()<br />
#10 C:\inetpub\wwwroot\osTicket\include\class.email.php(1129): osTicket\Mail\Fetcher->processEmails()<br />
#11 C:\inetpub\wwwroot\osTicket\include\class.mailfetch.php(254): MailBoxAccount->fetchEmails()<br />
#12 C:\inetpub\wwwroot\osTicket\include\class.cron.php(25): osTicket\Mail\Fetcher::run()<br />
#13 C:\inetpub\wwwroot\osTicket\include\class.cron.php(110): Cron::MailFetcher()<br />
#14 C:\inetpub\wwwroot\osTicket\include\api.cron.php(15): Cron::run()<br />
#15 C:\inetpub\wwwroot\osTicket\include\api.cron.php(45): CronApiController->run()<br />
#16 C:\inetpub\wwwroot\osTicket\api\cron.php(23): LocalCronApiController::call()<br />
#17 {main}
