Ticket still reopened

kjamal

God Day ,
I have issue with Osticket v 1.18 when I try to delete old ticket it's still reopened after deleted even if I delete the user with corresponding ticket still the ticket and users recreated again and again even after I uncheck the box of (Allow ticket to reopened ) .
Kindly any help

KevinTheJedi

kjamal

Deleting a Ticket permanently deletes the Ticket and any record of it. This means if the email is refetched it will create a new Ticket as the system doesn’t have any record of it. That box you are referencing only applies to non-deleted Tickets with that specific Status.

What you really need to do is login to the mailbox itself, clean the inbox (or configured fetch folder) of any old and processed mail, go to your Remote Mailbox tab for your email in osTicket, set the Post Fetch to Archive, add a folder, and Save Changes. Now when mail is fetched it will be moved out of the fetch folder into a separate folder where osTicket will never process it again (unless it’s moved back manually).

Cheers.

kjamal

Dear Kevin,
Many thanks for your quick response but i'm not using email we use Osticket portal URL then login then create new ticket using agent or user account so that what happen with me .
Your suggestion is so good but if I use email to create ticket .
Have you any suggestion for my issue .

Best Regards

KevinTheJedi

kjamal

Then that means someone must be creating those tickets manually. Check the header details to track down how they are being created. If you aren’t fetching then the only other option is someone is creating them manually or you have something calling the API to create them.

Cheers.

kjamal

Dear Kevin,
I test your opinion and create archived folder in my mailbox then from Osticket send all fetching to this archived folder then again delete the tickets and users but now every things gone be ok but I'm confused because my test tickets was created from Osticket not by email .
Another things any emails coming to my Osticket default email inbox will create new ticket in Osticket .
Best Regards

KevinTheJedi

kjamal

Yes, fetching will take everything in the configured Mail Folder and create Tickets. If you don’t want that to happen then you can add a folder name in the Mail Folder setting and make an inbox rule or something in the mailbox to move the mail you want to create Tickets into that folder. Then osTicket will not touch the INBOX only the mail in the configured folder.

Cheers.

kjamal

Dear Kevin,
Many thanks for your cooperation . I appreciated .

Best Regards