Multiple Tickets for one email

[bindingnavale]

Hello All,

We have created an email ID to which customers could send email for creating a ticket automatically. We have tried both POPS and IMAPS but both the settings are not working as expected. Multiple tickets are being created for the same email every time the OTRS system fetches email from our email server. Please let us know how to ensure that tickets are created only for new incoming emails.

Thanks Satya.

[crythias]

OTRS should be allowed to delete emails

[bindingnavale]

Hello Crythias,

Thanks. We could do that, but not sure where to make the settings. Under the admin panel, we can set only the UserID, Password and Server details. We have tried both POPS and IMAPS. The emails are getting downloaded and ticket is also getting created. Where do specify that OTRS can delete the email after reading them?. We have not set any restrictions on the mail server side.

Regards
Satya

[crythias]

It's supposed to do this unless, for instance, you're pop'ing email from a service like gmail that says retain the email.

[bindingnavale]

Hello Crythias,

Yes, we are POPing the emails from outlook.Office365.com system. I shall request our Sys Admin to check the settings once again.

Thanks
Satya