osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Duplicate Tickets & Mixed Tickets causing big problems.. :-(
We have recently gone live with 1.9.3 of osticket running on windows/iis and using a scheduled task to collect email from a mailbox to generate the tickets.
We are having lots of problems where osticket will either duplicate a ticket when an email reply arrives (instead of appending to existing open ticket or re-opening a closed one what happens sometimes instead is that a new ticket is created, the subject is identical and looking at the emails it certainly appears that the users are just replying to the thread/conversation and not doing anything unusual.
The second more serious problem which I guess is probably related is that sometimes osticket is tagging replies on to the wrong ticket (open or closed) It's happening several times a day with no discernible pattern..
IE customer A raises a ticket by email, we respond to them & they respond to the email to followup and thier message is appended to a totally unrelated ticket from a different user entirely with a different email address, subject/title.
I am at a loss as to how to troubleshoot this, I understand that osticket uses the message id field in the header and from what I can see they are unique to the conversation so I cannot understand the behaviour. Any hints on what steps to follow & where to look for the possible cause of this would be great, I fear if I can't resolve soon we will be forced to decommission osticket after less than two weeks use. :-(
Any help greatly appreciated