In the past few days, we have seen an issue where a single email to our support account will create multiple Incident tickets....sometimes as many as 10. Its as though the mail is not being deleted from the server when the ticket is created and so OnTime generates another and another until finally it is deleted.

We are running version OnTime 8.0.2.7604

 Any ideas?
 

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Jim Houston
Abbey Group Consulting
Ocala, FL

"That which does not kill me, makes me smug"

Hi Jim,

Do you have the option "Delete Messages from Server" turned on in your email account? If not checking that setting should solve your problem.  Did this just start happening or when you upgraded from a previous version of OnTime? Is this happening to all of your support items or just some?

Thanks,
Arash

Arash,

It has been happening for about a week now. I doubt that's the issue since tickets are generated between 3 and 10 times and not continuously until we manually delete the message from the server. We did update our version about 4 weeks ago.

 

Thank you,

 

Jim 

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Jim Houston
Abbey Group Consulting
Ocala, FL

"That which does not kill me, makes me smug"