I am currently running Ontime version 8.1.1.7806.   We current use this for helpdesk management.  Ontime database is run is installed on a SQL server.  Ontime Services run from a seperate server.  We setup an internal mailbox(i.e Helpdesk@domain.com).  Setup the account in Ontime to automatically create the incidents from a messages sent to the mailbox.  Ontime has recently began duplicating "some" messages.  Not always though.  Creating multiple tickets for the same email in the box.  Also, it continues to recreate incidents long after the original email has been hard deleted from the actual mailbox.

Any ideas or suggestions to resolve this?  Its causing users to receive multiple ticket numbers and notifications. 

thanks. 

Do you only have one email account set up in OnTime?  And do you only have the email service installed once (there's not 2 instances of it running on different machines)?

As far as the deleted email goes, do you delete the email after OnTime has already created an item from it?  The service gets the emails directly from the POP3 server every time (it does not cache any emails), so I'm not sure how it can be pulling that email if it was deleted.  Does it do that if you do a manual check of the POP3 account from OnTime?

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Dan Suceava
http://www.axosoft.com

We have one email account setup.  There is only 1 instance of Ontime Services installed and running on the network.  I would think if there was more than one instance, all email would generate duplicate tickets for every email message sent in. The Alert, Email, and Email Notification services from a seperate server than the sql box and web services.

 

We have tried deleting, marking as read, not touching the mailbox, etc after the incident has been generated.  We cannot get the service to provide consistant results.  We have the service setup to check the mailbox every 5 mins.  We have also tried different time intervals to see if this makes a difference  The incidents that are duplicated doesnt happen every 5 mins.  It may only regenerate the incident 5 times within a 24 hour period.  Very inconsistant and I dont see a commonality between the ones that do get duplicated.  There is actually an incident that has been regenerating for a week solid, maybe 30 times thus far.  The mailbox is completely empty.  Actually the mailbox has been deleted and recreated since we first received the original email just to eliminate an exchange issue.

 

We are running out of ideas. 

Also,  This issue began with the upgrade from 8.0 to 8.1 if that helps.  Services version does match Ontime and database version.

I believe you were in contact with Tom in support in regards to this issue, I wanted to make sure that you were still working with him on that.  Make sure to call him so we can get this issue figured out.

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Dan Suceava
http://www.axosoft.com

Im the ontime admin for the company and I haven't called anyone.  Maybe one of the Helpdesk Analyst took it upon himself to call.  I will follow up.  In the meantime, I completely deleted the mailbox from Exchange(purged the box with an exchange cleanup) then rebuilt.  Seems to have resolved the issue for now.  I will watch it for the next couple weeks

thanks for the help.