Wrong Ticket Number

[pantered]

Hi;

Something very strange is happening to my help desk.
In more than one ocasion a user has created a ticket...after the ticket creation, i recived a notification by email about the new ticket but whe i access my help desk directly or clicking on the ticket link, one of two things happens,
one: the link take me to another ticket that has been closed and have the sames ticket number...
two: the ticket does not exist (i dont see the new ticket)

The sistem is rewritting the ticket number in a random way!!!!!

otrs_problem.png

I dont see the ticket even clicking the "Fetchmail" button

I have no clue of why this is happening and how to fix it.
I need help urgently!!!

Thanks in advanced

[crythias]

a dev box is grabbing tickets.

[pantered]

a dev box is grabbing tickets.

I dont know what that means...
Can you be more specific?
Please and thank you!

Update:

We made a instance of this help desk but it is in another virtual machine with different ip address...

Is that possible anyways?

[crythias]

We made a instance of this help desk but it is in another virtual machine with different ip address...

No kidding.
And I bet it still grabs email just like the original.

[pantered]

They told me that it is not an instance of the Help Desk...
It was a fresh installation with the newest version of OTRS...

Both systems use the same Active Directory ip to recieve emails...

[crythias]

The most likely cause of the issue of your post is an identical instance of your OTRS grabbing tickets.

Look at the full email header of the bad notifications to get the ip address of the sender.

[pantered]

The problem was solved.

The reason was a disaster recovery system that was replicating some applecations including the otrs help desk and it was garabbing tickets.

Now everything is working fine.

Thanks for the help crythias (once again)!