Multiple ticket update entries for ticket response

[darknight]

Hello everyone,
I have installed and configured the OTRS latest version 3.2.9 for our internal usage. Right now we are having a problem where if I create a ticket for a customer, if that customer reply on the ticket but either CC'd it to multiple people or send the email to multiple people directly (in the To field), the ticket in the OTRS ticket dashboard has multiple update entries. It means if the customer reply the ticket with 10 people in CC, the ticket in the dashboard is updated with 10 exact same messsages. Is there any work around for this? Someone suggested to use Search in References in the SysConfig -> Ticket -> Core::Postmaster configuration. I did that but no effect. Please provide any feedback.

thank you very much for such a wonderful product.

[jojo]

check how often the mail is sent to the mailbox

[darknight]

@jojo thanks a lot of the reply. The mail is sent to the analyst mailbox just once. I have created a rule in the mailbox to forward all mails with a subject text '[Ticket' to one particular folder and then sync that folder with the OTRS PostMaster Mail Account.

[jojo]

can you verify that it is only copied one time? Please also check the OTRS log

[darknight]

@jojo I checked the logs and verified from the analyst inbox as well. Only one email is received. But the problem I think lies in that the email is forwarded to the group email address where all the analysts are members of the same group. Once the email is received and sync by the OTRS occurs, every analyst downloads the email to his OTRS sync-ed folder. Since the ticket belongs to only one analyst's queue, all other analyst's OTRS email folders forward the received email to the single queue as well. That is why the ticket is updated multiple times with the same email. Since all the emails are received at the same time, could I somehow configure the OTRS to update the ticket only once if multiple emails are received with the same Ticket ID within the same time frame?

Thank you for continued support so far.

[jojo]

thats not possible.

Your mail setup is wrong. Mails which are sent should never be in a mailbox where it can be ssen by humans.

[darknight]

May be I didn't make myself clear. Actually analysts create ticket for the customer (which is the incident manager), then the IM manager actually interact with the end users on the analyst behalf. When the IM manager forwards the ticket to the end users, he CC'd it to the combine group account as well that is why other analysts receive the send email from the IM manager. Anyway, if there is not a clear cut solution as I assume there isn't, then we can just change the workflow or live with the multiple emails phenomena. Your input was indeed very helpful. Thanks a lot once again. Keep up your good work.

[jojo]

Analysts and IM should work with OTRS frontend, not via their mailboxes

[darknight]

Thanks jojo.