Since we upgraded to OTRS 5 we're getting "duplicate" notifications. It used
to be that we would get "ticket queue update notifications" OR "ticket create
notifications" depending on how the ticket came into the system. For example,
if it landed in the postmaster queue and then got moved to a queue by a generic
agent job, we would only get a queue update notification, and now we're getting
both. Here is a log of a ticket as an example:
NewTicket
New Ticket [1062591] created (Q=Technology Support;P=3 normal;S=new).
-
Admin OTRS
12/07/2015 12:31:54
CustomerUpdate
Updated: CustomerID=IMESD-HR:{Cusomter Email};CustomerUser={Customer Email}
-
Admin OTRS
12/07/2015 12:31:54
WebRequestCustomer
Customer request via web.
Zoom view
Admin OTRS
12/07/2015 12:31:54
SendAutoReply
AutoReply sent to ""Customer" <Customer Email>".
Zoom view
Admin OTRS
12/07/2015 12:31:55
Move
Ticket moved into Queue "Technology Support::Central Zone::InterMountain ESD"
(7) from Queue "Tec...
-
Admin OTRS
12/07/2015 12:31:55
SendAgentNotification
"Ticket queue update notification" notification was sent to "agent 1" by
"Email".
-
Admin OTRS
12/07/2015 12:31:56
SendAgentNotification
"Ticket queue update notification" notification was sent to "agent 2" by
"Email".
-
Admin OTRS
12/07/2015 12:31:56
SendAgentNotification
"Ticket queue update notification" notification was sent to "agent 3" by
"Email".
-
Admin OTRS
12/07/2015 12:31:56
SendAgentNotification
"Ticket create notification" notification was sent to "agent 1" by "Email".
-
Admin OTRS
12/07/2015 12:31:57
SendAgentNotification
"Ticket create notification" notification was sent to "agent 2" by "Email".
-
Admin OTRS
12/07/2015 12:31:57
SendAgentNotification
"Ticket create notification" notification was sent to "agent 3" by "Email".
-
Admin OTRS
12/07/2015 12:31:57
Any ideas? We're running version 5.0.3.
Thanks!
Nick
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