Multiple/duplicate tickets are being created from emailed request

Question

Hello Everyone

Recently there are multiple tickets being created from emailed requests. The data in every ticket is same but I don't understand why multiple tickets are being created. For example, It shows as failed in log, but there are around 20 tickets created with the same data.

And this is another one, it was not failed but it also created around 10 duplicate tickets.

It's been happening from past couple of days. Please help me with a solution to fix this.

Many thanks.

Mark Iwanaga · Answer

Sorry -- I am relatively new to using the Community, so I don't know all the policies and protocols.  I would like to hop on to this question because from the description, it sounds exactly like what we are experiencing:  duplicate tickets being created back-to-back with the exact same information where the tickets are generated from an emailed request.

In our case, it is not every ticket getting duplicated -- only a certain ticket with a title format of "{source} Releases {number} Industrial Control Systems Advisories".  So I believe there is some sort of keyword in the header or ticket description or something in the ticket content itself that is triggering the duplicate, whereas other tickets are not being duplicated.

If I should create a separate question about this, please let me know.  I believe I can provide examples of the tickets that get duplicate if that will help with the analysis.  Thank you.

Vishnu_3trcx7 · Answer

Hi Suzi,

Thanks for your reply.

These tickets are getting created back to back. If you've a look at the above SS(image 2), these are getting created with couple of minutes difference. And a failed status request(image 1) is also creating multiple duplicate tickets which is very strange.

Suzi Firth · Answer

Hi Vishnu,

Are they replying to a ticket that is closed and the old ticket number is mentioned in the subject line?

That would continually log a new ticket every time someone replies with the old ticket number in the subject if the ticket is closed.

Regards,
Suzi