7021207: New Tickets from Email get created with the same Ticket Number as Existing Tickets and then go Missing

This document (7021207) is provided subject to the disclaimer at the end of this document.

Environment

Service Desk 7.x NSD Operations

Situation

  • Email Polling is enabled inService Desk
  • Create/Update via Email isenabled in Service Desk
  • Running Service Desk in a test environment with a copy of theproduction Service Desk database
  • Customer sends an email to create an Incident/Request
  • Customer and Technician get a response email indicating anIncident/Request was created
  • Incident/Request number in the response email sometimes refersto an already existing Incident/Request in Service Desk
  • Date Opened in the bad responseemail may be in the future or the past
  • A strange template reference like the following may appear inthe bad response email:

    [Template[8]].[Team[312].Signature]

Resolution

Do one of the following:

  • Isolate the test Service Desk server from the main emailsystem
  • Configure the test Service Desk server to point to a differentemail polling address

Cause

The test and production Service Desk servers point at the sameemail polling address. Some emails get polled by the test server,and some get polled by the production server.

This issue can happen any time a Service Desk database backup isrestored to another server and both servers are up at the sametime.

Additional Information

Depending on where the test Service Desk server is located, theremay be a strange email server address in the headers of the bademail responses.

Disclaimer

This Support Knowledgebase provides a valuable tool for NetIQ/Novell/SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented “AS IS” WITHOUT WARRANTY OF ANY KIND.

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