Issue with ticket duplication and resurfacing deletions

aandriana

Hello,
I am reaching out to request your assistance regarding some issues with the ticketing system.
First of all, here are my system information :

Since the beginning of this month, some tickets are getting duplicated inexplicably. It mainly affects tickets where replies have been made via emails. If all exchanges regarding a ticket should normally be grouped in a single ticket ID, in certain cases tickets are created for each reply made.
Here is an example illustrating the problem :

Furthermore, we are having instances where deleted tickets resurface unexpectedly.

Thanks in advance for your help!

KevinTheJedi

aandriana

PHP 8.3 is not supported yet. Please read the system requirements before installing/upgrading. You will need to downgrade to PHP 8.2.
“Duplicated” tickets do you mean new user emails (ie. new content) or the same exact email over and over?
As for resurfacing deleted tickets can you provide further information?

Cheers.

aandriana

In the two examples shown in the screenshot above, the first three tickets in the highlighted box represent different email replies to the initial ticket titled "Test checking the reason of...". Each reply resulted in the creation of a new ticket.
Conversely, for the six other tickets in the second box, it is the same exact email over and over.

Regarding the resurfacing of deleted tickets, there are instances where, despite our attempts to delete certain tickets—such as the multiple duplicates—they reappear in the ticket list few seconds after deletion. Consequently, to remove them from our list of open tickets, we have opted to close them instead.

KevinTheJedi

aandriana

Check the raw email headers of the emails that created new Tickets instead of threading and see if they contain the relevant In-Reply-To and/or References headers. If they do make sure the message-ids within those headers relate to an existing email within osTicket. If an incoming email doesn't have any relevant In-Reply-To and References headers we then move on to the subject to see if we can find a Ticket Number. If none of that it will simply create a new ticket as it's not related.

Deleting the tickets shouldn't be deleting the_thread_entry_email records (that house the email headers) so it shouldn't be reprocessing those. I would immediately downgrade PHP to 8.2 and see if your issues go away. It's not supported and will cause issues.

Cheers.

aandriana

KevinTheJedi
Alright, we will wait and see if downgrading to PHP 8.2 resolves our problems, since we've already checked everything else.

aandriana

We just encountered another scenario where a closed ticket received a new reply. Rather than simply reopening the initial ticket, a new ticket was generated. This new ticket contained the same content as the original, with the additional inclusion of the new reply.

KevinTheJedi

aandriana

Does that closed status allow reopen? If not, it will create a new ticket.

Cheers.

aandriana

KevinTheJedi Yes, the closed status allow reopen.

KevinTheJedi

aandriana

Then did you check the headers to see what I said above?

Cheers.

aandriana

Yes we already have reviewed each aspect you suggested. Regarding the raw email headers, we have checked for the presence of the relevant In-Reply-To and References headers. Indeed the message-ids within those headers correspond to existing emails within osTicket.

KevinTheJedi

aandriana

Then that doesn’t make any sense. I would need to review your installation, database, and setup to figure out the cause. I can only do so if you opt for our Commercial Support Services. You can learn more here.

Cheers.

aandriana

Alright, thank you for your assistance so far.