Duplicate tickets created on Agent email

[retro2707]

Hi,

When an agent emails into the system to our ITSupport mailbox to raise a ticket, it creates 2 identical tickets for some reason.

When looking at the logs it seems to behave as 2 emails have come in but the messageid is exactly the same. This only happens if the user is an Agent on OTRS. All other users are fine

Have you got any ideas why this may be happening and how I can prevent it?

Thanks,

Brendan