Issue with collaborators being added in to tickets that are not theirs

Triheads

Good afternoon all,

Firstly we are loving the OSticket software :o)

Recently we decided to move our OSTicket software to a different server (to that of the mail server) and everything appeared to work fine, but we have received a couple of emails now from customers whom have sent an email to our support email (which is linked to the ticket desk) possibly at the same time and it appears the ticket desk creates an ID but then revokes it (removes it) but the thing is when we reply to that ticket the other person receives a copy of it as they are a "collaborator"...

I´ll try and explain a little better.... User1 sends and email, User2 sends an email also. Both are put in the ticket desk... User1 generates the ticket 968566, User2 generates the ticket 748660. We reply to ticket 968566 and User1 replies back to us but User2 receives an email with the correspondence and in the body of the email we see "A collaborator just logged a message to a ticket in which you participate.". When we try to search for the ticket 748660 this ticket is no longer in the ticket desk...

We are fairly certain it is a problem with maybe a delay in the ticket desk fetching the emails from the POP3 email server (as it is a completely different physical server)...

Hopefully I have explained well enough that someone will understand what I am talking about.... Any help or advice that someone could provide would be greatly appreciated... Osticket is latest version and we are running PHP 7.0.

Thanks in advance!

Rob

ntozier

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Environment details?
Version of osTicket?

It sounds to me like User1 CCed User2 on the email and they are a collaborator.
Or you are using Organizations and have User2 setup as an AutoCollaborator.

Triheads

Hi ntozier,

Firstly sorry for the delay in getting back to you, I was occupied with a number of other projects...

Here is the OSticket version:-

I "think" though the issue is resolved. It was basically a migration from one server to another, but it appears that the person whom did the migration didnt stop it running on the old server, so meant that both ticket desks were running CRON on the email address and hence possibly assigned the same ticket number to an already existing person (hence why they were added as collaborator)..

Hopefully this thread will help out someone in the future and anyone reading this, if you are migrating from one server to the other REMEMBER TO REMOVE YOUR OLD INSTALLATION FROM THE ORIGIN SERVER else it might cause a similar problem ;o)

Thanks again team!

Rob

ntozier

@Triheads No worries on the delayed response. I am glad to hear that you got your issue resolved. Thank you for posting a follow up with your solution. I'll close this thread but please do not hesitate to start a new thread (or message me to re-open this one if the problem returns).