Incoming mails (turned tickets) They keep arriving

FacundoVarela99_

Hi. I'm facing a trouble with the mails that turn to tickets. regardless of whether the account is, a Google account or an Outlook account, if I delete a ticket that comes from an account to some of my system mails, the ticket continue to be created. The three images represent the step-by-step of the issue

You can see the time difference between the first and third images.

KevinTheJedi

FacundoVarela99_

How do you have your incoming mail setup? Do you have piping (local or remote) or fetching?

Cheers.

FacundoVarela99_

KevinTheJedi I didn't setup the Email piping. On the other hand, this is she incoming mail setup

I have activated the Email fetching.
I already tried to delete the user that creates the ticket (guest) but didn't work.

KevinTheJedi

FacundoVarela99_

Are you sure they are the same or are they new emails? We tag the message-id in the db so even if you delete the Ticket we keep the record so it's not reprocessed.

Cheers.

FacundoVarela99_

Totally sure, I sended them from one mail to the system mail.

The only thing that changes is the 'Last Updated' column, but it shows like if they had created at the moment, but they're the same.

I'm going to disable the fetching with that system mail and trying to use other one.

This is the mail receiver fetching setup (I already disabled it). Also I already unmarked the 'Accept All Emails' in email settings to stop to receiving tickets temporaly (besides, the idea is to receive mails only from the company accounts in the future).

FacundoVarela99_

Here it is another example (I already deleted this ones too)

They come
I delete the users (with their tickets)
Empty
They come again.

'Last Updated' column only changes

The system email is another one in this case, here it is the configuration:

(I've tried to set the Fetch frequency in half a minute, but when I put 0.30, it's keep empty, but it still saves correctly)

KevinTheJedi

FacundoVarela99_

Yea that doesn't make much sense because as I've said earlier when you delete a Ticket we still keep the Message-ID (unique to every email) in the database to prevent refetching. So it sounds like your db is rolling back or you are using and outdated version or modified version that's removing the Message-IDs when deleting the Tickets.

You can't set fetch frequency lower than 1 Minute. Also, your cron job/scheduled task must be setup for every minute as well to actually fetch every minute; otherwise it simply acts as a delay.

Also, never set your Archive folder to INBOX.. set this to an actual folder outside of the Inbox. The goal is to remove the mail from the configured fetch folder so it doesn't fill up the inbox and avoids potential reprocessing (although it's guarded through the Message-ID).

Cheers.

FacundoVarela99_

Okey, I get it. Beyond all, it does not have to be a problem because the system mails will be empty in the beginning, and there won't be deleted tickets, only resolved and closed ones as far as I know and if I follow the osTicket system, everything have to go well.

Okey I'll remove INBOX and make some tests. Thank you very much for your attention man!