Duplicate tickets sometimes created

[bayerex]

Hi all,

sometimes OTRS is creates two tickets from the same request either by customer emails or agent phone-tickets (we don't use agent-email). It doesn't happen every time and is not easy to always create. How can this happen and how can I fix it?

Thanks in advance

[KlausNehrer]

With phone ticket from your agents too?
Please check your logs.

[bayerex]

With phone ticket from your agents too?
Please check your logs.

I can't find any error in the log or anything that explains why OTRS has decided to create two tickets to the same thing. For example yesterday an Agent logged a phone ticket but OTRS created two tickets (1002955 + 1002956)

[Thu May 30 13:46:48 2013][Notice][Kernel::System::Auth::DB::Auth] User: serpil.xxxxxxxx authentication ok (REMOTE_ADDR: 172.19.114.124).
[Thu May 30 13:56:33 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1002955/Aufsichtsbereic] created (TicketID=3251,Queue=daVinci,Priority=1. minor,State=open)
[Thu May 30 13:56:58 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1002956/Aufsichtsbereic] created (TicketID=3252,Queue=daVinci,Priority=1. minor,State=open)
[Thu May 30 13:57:08 2013][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Corinna von xxx" <corinna.von.xxx@xxxxxxx.de>,' from 'xxxxxx SYSTEMS Ticketsystem <support@xxxxxxx.de>'. HistoryType => SendAutoReply, Subject => [Ticket#1002956] Aufsichtsbereich | Spalten verschieben führt zu falschen Inhalten;
[Thu May 30 13:57:08 2013][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [1002956] (TicketID=3252, ArticleID=15022) to '"Corinna von xxx" <corinna.von.xxx@xxxxxxx.de>,'.
[Thu May 30 13:57:13 2013][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'ResponsibleUpdate' notification to 'matthias@xxxxxxx.de'.
[Thu May 30 14:17:08 2013][Error][Kernel::System::CustomerUser::DB::CustomerSearch][222] Need Search, UserLogin or PostMasterSearch!

[troffasky]

The History option in the ticket may shed a little more light?

[KlausNehrer]

Two new Tickets but one response to sender? And only one Auto reply also.
Please post the ticket historie from both tickets.