Fetched Ticket Number Already In-Use?

[ahafner]

Hello,

I am having a very strange issue. Almost all of our email fetched tickets will work fine - but randomly, every few days or so, something goes wrong.

There are no errors in the syslog - and I get the email notification as if the ticket was created

However, the ticket does not actually exist. The URL Link in the email notification will take you to a completely different ticket, and searching the Ticket # of the created ticket in the email notification is also a different ticket.

For example, around 10AM this morning I received this email notification:
[Ticket#2019082909000014] Ticket Created: Update: blade repaired

However, that ticket number is actually a ticket from around 1AM
Ticket#2019082909000014 — Speed Issue (actual ticket)

It's been happening for the past few weeks, and again it's completely random. Usually once every few days, perhaps.

OTRS V 5.0.12 / no updates or changes were made to config. Ubuntu Server and postfix mta

Could this be a ticket counter problem? Is the fetch email counter somehow different than a manual ticket create? It's happened to many different queues/customers so I now know it's not just a problem with 1 fetch address or 1 problem customer.

Any ideas on what may cause this strange behavior?

Thanks to all in advance.

[root]

Hi,

is there the possibility of another system, maybe a clone?

- Roy

[ahafner]

Thank you SO much!

We had a major power outage on one of our other sites, knocked out a VM server where we used to host OTRS. That VM was turned back on after power was restored to that location!

That was it!!

This has been bugging me for weeks, and it was so simple.

Thank you!! Problem solved.