Duplicate tickets being created

[w00d]

We're trying to track down a problem and we are not sure if the problem is with eSupport yet. Duplicate tickets are being created within eSupport but the problem seems to be localized to our largest department, which currently has ~3000 tickets of various status levels. The mail parser was using POP3 to fetch the mail but today I switched to piping the mail. The problem occured twice after I made the change to piping.

Our mail server logs show nothing out of the ordinary as do our web server logs. Since this issue is rather new for us and I don't have a grasp on the cause of the problem yet, I'd like to know if anyone else has experienced this issue in the past and could suggest any possible causes. I hope to have more information tomorrow when eSupport is under a heavier load than it is right now.

Adam

[Beren]

Hi w00d,

Did you find a solution? We have the same problem, with existing tickets that are closed then being reopened by a new ticket created by a completely different user - who is then confused with the thread of the of the previous email!

Cheers,

Beren