eSupport piping: Double tickets

[TimothyB]

Hi guys,

I've just configured my copy of the eSupport system into our company website. While testing post a new ticket it works all fine but it posts the same request 2 times, so I get two times the same ticket with two different Ticket ID's.

I already checked out the forum for something that may could help me but I didn't find out.

I'm using DirectAdmin / O.S FreeBSD 5.0

Is their anybody that had this same problem and perhaps could help me fix this out.

Thanks

[netFusion]

Yes. Doing a search in the forum here for "directadmin" would bring up the following thread:

Duplicate Ticket and Replies

Look through and find my post about the problem with your EXIM config file. It should help you out.

Good luck!

Eddie

[TimothyB]

Hi,

I've changed my /etc/exim.conf file and restarted Exim and also Apache but it still didn't work for me.

Is their maybe another solution to fix this?

[ells]

I'm having EXACTLY the same problem, but am not piping. I've gotten CRON polling POP3 account every 5 minutes. The interesting result is that my duplicate tickets are exactly 5 minutes apart in time.

When I check the Parser log, I only have 1 entry for the email. When I look at the ticket properties (email headers), for one of the entries I have the headers and for the other it says that the information is invalid for the ticket (invalid parser log entry).... This issue just came up, and I can't see what change I could've made to have caused this.... :-?

[nafrance]

I'm having the exact same issue.
Cron'd POP3 checking now causes duplicate tickets over the cron time-period.

I've not changed any settings or upgraded (yet).

The tickets have attachments, but only around 50KB.

Can anyone from Kayako shed any light?

[Racked Hosting]

I suggest all of you to open a support ticket to get it solved. Provide them the server info, etc if you want it to be fixed quickly.

[thuskey]

I found my fix. I just needed to make sure that the pipe was called after spamassassin was done doing it's thing. "man qmail-local" if you want to understand the logic. Otherwise just edit the .qmail file and make sure the pipe to kayako comes after the spamassassin stuff.

my .qmail file:
| if [ -z "$SA" ]; then export SA=1; /usr/local/psa/bin/psa-spamc -u xxxxxxxx@creloaded.com -U /tmp/spamd_full.sock > spamcheck$$; if [ -s spamcheck$$ ]; then /var/qmail/bin/qmail-local "$USER" "$HOME" "$LOCAL" "" "" "$HOST" "$SENDER" "$DEFAULT" < spamcheck$$; retval=$?; rm -f spamcheck$$; [ $retval = 0 ] && exit 99; exit $retval; fi; rm -f spamcheck$$; fi # ACCEPT UCE
|/home/httpd/vhosts/creloaded.com/httpdocs/support/tickets/cli/index.php