Duplicate Tickets

magnetar · **Duplicate Tickets -** 17-01-2008, 09:56 PM

Hello,

We are running eSupport 3.11.01 on Ubuntu with Apache and Zend Optimizer.

We have an imap email queue configured and a cron job to call wget every five minutes to poll an imap account for new support messages.

The poller works and creates a new ticket. However, after five minutes it generates a new ticket with a new ticket ID but identical subject and message contents. So we end up with two tickets.

Any thoughts on how to go about troubleshooting this? This is a production system so we are getting tons of duplicate tickets.

Thanks
Eric.

craigbrass · 18-01-2008, 10:35 AM

I remember an issue like this a while back (Duplicate E-mails / Tickets) but they never posted back so I am unsure how it got fixed.

Best thing you can do is as they did and submit a ticket to support (http://members.kayako.net -> "Get Support") and ask them to trace the issue.

supportskins · 18-01-2008, 12:25 PM

Also make sure that none of your staff profile email addresses are set as one of the email addresses set as email queue in the helpdesk.

magnetar · **Duplicate Tickets -** 22-01-2008, 03:16 PM

I tried to open a case several times but get no response from Kayako.

I checked all staff and non of them have an address that is associated with the queue.

Any other ideas?

Eric

craigbrass · 22-01-2008, 03:59 PM

Please post the ticket IDs that you submitted to Kayako. Jamie will be able to chase these up.

magnetar · **Duplicate Ticket issue - more info -** 22-01-2008, 04:04 PM

If I disable "Enable New Issue Autoresponder?" under the E-mail queue settings the duplicate tickets do not get generated.

Any idea why this would be causing duplicate tickets? Shouldn't that feature send an email to the user telling them a new ticket has been created?

Eric.

magnetar · 22-01-2008, 04:05 PM

I never got a ticket ID in email. I submitted the ticket three times and never received anything.

Eric

**Jamie Edwards** · 22-01-2008, 04:22 PM

Hi Eric,

Where did you submit the ticket?

magnetar · **Duplicate Tickets -** 22-01-2008, 04:54 PM

I logged into the members area and clicked Get Support.

craigbrass · 22-01-2008, 07:01 PM

Go http://support.kayako.net and login. Click View Tickets. Does it list any tickets?

supportskins · 22-01-2008, 07:41 PM

Do you have email alerts enabled in your helpdesk? If yes, try to disable it and check if the issue persists.

magnetar · **Duplicate Tickets -** 23-01-2008, 05:29 PM

We had one public email alert configured.

If I disabled "Enable New Issue Autoresponder" we get no duplicate tickets.

I deleted the single public email alert and re-enabled the Issue Autoresponder and still get duplicate tickets.

Eric.

craigbrass · 23-01-2008, 06:12 PM

And did you try logging into the Kayako Help Desk to see if the tickets were listed?

supportskins · 23-01-2008, 06:29 PM

Sounds like a misconfiguration issue to me. You will need someone to look into the issue. I suggest you create a support ticket from your Kayako Members Area profile.

craigbrass · 23-01-2008, 06:41 PM

Yea, he is saying he already has Hiren but nobody got back to him. Thats why I am asking him to check inside the help desk to find the tickets he submitted and get the IDs posted here for Jamie to chase up.

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supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	18-01-2008, 12:25 PM Also make sure that none of your staff profile email addresses are set as one of the email addresses set as email queue in the helpdesk. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

magnetar Offline New Member Posts: 7 Join Date: Jan 2008	Duplicate Tickets - 22-01-2008, 03:16 PM I tried to open a case several times but get no response from Kayako. I checked all staff and non of them have an address that is associated with the queue. Any other ideas? Eric

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	22-01-2008, 03:59 PM Please post the ticket IDs that you submitted to Kayako. Jamie will be able to chase these up. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

magnetar Offline New Member Posts: 7 Join Date: Jan 2008	Duplicate Ticket issue - more info - 22-01-2008, 04:04 PM If I disable "Enable New Issue Autoresponder?" under the E-mail queue settings the duplicate tickets do not get generated. Any idea why this would be causing duplicate tickets? Shouldn't that feature send an email to the user telling them a new ticket has been created? Eric.

magnetar Offline New Member Posts: 7 Join Date: Jan 2008	22-01-2008, 04:05 PM I never got a ticket ID in email. I submitted the ticket three times and never received anything. Eric

magnetar Offline New Member Posts: 7 Join Date: Jan 2008	Duplicate Tickets - 22-01-2008, 04:54 PM I logged into the members area and clicked Get Support.

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	22-01-2008, 07:01 PM Go http://support.kayako.net and login. Click View Tickets. Does it list any tickets? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

supportskins Offline Senior Member Posts: 3,852 Join Date: Aug 2006 Location: Mumbai, India	22-01-2008, 07:41 PM Do you have email alerts enabled in your helpdesk? If yes, try to disable it and check if the issue persists. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

magnetar Offline New Member Posts: 7 Join Date: Jan 2008	Duplicate Tickets - 23-01-2008, 05:29 PM We had one public email alert configured. If I disabled "Enable New Issue Autoresponder" we get no duplicate tickets. I deleted the single public email alert and re-enabled the Issue Autoresponder and still get duplicate tickets. Eric.

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	23-01-2008, 06:12 PM And did you try logging into the Kayako Help Desk to see if the tickets were listed? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 5,753 Join Date: Jun 2005 Location: Cumbria, UK	23-01-2008, 06:41 PM Yea, he is saying he already has Hiren but nobody got back to him. Thats why I am asking him to check inside the help desk to find the tickets he submitted and get the IDs posted here for Jamie to chase up. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger