1 Reply Latest reply on May 19, 2017 10:27 AM by dive7

WHD Creating Two Identical Tickets From a Single Incoming Email

Barry Harris May 18, 2017 10:05 AM

I have been trying to resolve an issue with Web Help Desk generating two identical tickets with the exception of the ticket number of course from one email. This system is using Office 365 and Exchange for email. We have checked all the normal suspects such as making sure there was only one email in the inbox/trash bin and the email history and raw email files. The tickets show the exact same email and the exact same time. Curious if anyone else has ever seen this behavior? Any ideas/suggestions would be greatly appreciated.

Barry

Re: WHD Creating Two Identical Tickets From a Single Incoming Email

dive7 May 19, 2017 10:27 AM (in response to Barry Harris)

Never experienced this.

Setup > E-Mail > Incoming Mail Accounts

There is no duplicate account, right?

The E-Mail history for the incoming mail account may give you some info on whats happening. You can click on the number under Messages Processed and actually see the messages that were processed by the system.
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