Duplicate Responses by Email/Ticket display

ckanclerowicz

I did a quick search, but I was unable to find anything that dealt with this issue.

I used Fantastico to install a copy of osTicket, and then copied and pasted the directory into a different section of the site for a second support ticket system (duplicated the databases too).

I am experiencing an issue with the "Post Reply" in which the response is being posted twice, and also being emailed to the support customer twice. I have tried looking through the code, but I can't seem to find the exact moment that the system emails the customer, let alone where it could be doing it twice.

There are no mods installed, the only other issue I had was actually related to Mail, ironically enough. the instances of "require_once"

require_once('Mail/mimeDecode.php');

Needed to be modified by me to be a little more complete:

require_once(INCLUDE_DIR.'pear/Mail/mimeDecode.php');

And the related requires as well (mail/RFC822.php, mail/mailparse.php, etc) needed to be changed. Also, I did not need to make this change on my original support system I created. Only the copied and pasted one. Also don't have the duplication issue on the original one.

Thanks in advance for any help.

-Chris.

ckanclerowicz

The issue turned out to be somewhere along the lines of SMTP was attempting to run an email, even though it's not set up.

I honestly don't know what caused the issue, and I no longer have admin access to the site (boss removed it after we went live), to see if the SMTP is set as on.

However, I went to the mail class and commented out the mail attempt by the SMTP (and had it returning false automatically, instead of running the call), for a random attempt at seeing if that could be the issue.

And it appears to have solved the problem, though I don't quite get HOW (or well, in particular why it was still inserting to the DB twice)... but, it doesn't duplicate anymore, so that's good enough for me, and the boss.