[rt-users] Emails causing duplicate tickets?

Landon Stewart lstewart at internap.com
Wed Sep 7 14:09:32 EDT 2016

On Sep 7, 2016, at 10:13 AM, Alex Hall <ahall at autodist.com<mailto:ahall at autodist.com>> wrote:

Hi all,
I just ran into a very odd problem. I opened a ticket via email, which worked. But I then saw three more tickets open from that same email, each at the next mail polling. I haven't seen this problem before, and I don't know where to look to tell RT what to do with fetched emails. As I said, I only just started seeing this, which means I must have changed something. All I did was add a few more queues to my fetchmailrc file, though. Are there fetchmail options I should add, or is this an RT setting? If the latter, is it in the web UI or somewhere in a configuration file? Thanks for any help.

Is fetchmail being told to delete mail from the mailbox after it has been fetched?  Deleting mail from the mailbox is the default behaviour AFAIK.  In any event, with or without deleting mail after it is fetched you'll probably want to use the 'uidl' keyword in your configuration to keep track of what messages are considered new on your side of things instead of relying on the server to decide what's new and what's not.

From 'man 1 fetchmailrc':

       -U | --uidl
              (Keyword: uidl)
              Force UIDL use (effective only with POP3).  Force client-side tracking of 'newness' of messages (UIDL stands for "unique ID listing"
              and  is  described  in RFC1939).  Use with 'keep' to use a mailbox as a baby news drop for a group of users. The fact that seen mes‐
              sages are skipped is logged, unless error logging is done through syslog while running in daemon  mode.   Note  that  fetchmail  may
              automatically  enable  this  option depending on upstream server capabilities.  Note also that this option may be removed and forced
              enabled in a future fetchmail version. See also: --idfile.

Landon Stewart
Lead Analyst - Abuse and Security Management
📧 lstewart at internap.com<mailto:lstewart at internap.com>
🌍 www.internap.com<http://www.internap.com>

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