Duplicate tickets?

RT Users
1

Anyone ever have RT open up duplicate tickets? The user claims to have
sent only one request. Any ideas on how I can troubleshoot this?

Randy Millis
Network Administrator
Electrical and Computer Engineering
University of Calgary
2500 University Dr. N.W.
Calgary, Alberta
Canada T2N 1N4
Tel: 403-220-4864 Fax: 403-282-6855
rmillis@enel.ucalgary.ca

If you are making an Electrical and Computer Engineering Department
help or service request please use the web form at
http://www.enel.ucalgary.ca/prssform.html or e-mail
help@enel.ucalgary.ca.

2

I’d suggest looking at the sendmail logs. See if two seperate messages came in.
Look at the message headers in the tickets. see if they have different message ids.
-jOn Thu, Aug 03, 2000 at 09:40:06AM -0600, Randy Millis wrote:

Anyone ever have RT open up duplicate tickets? The user claims to have
sent only one request. Any ideas on how I can troubleshoot this?

–
Randy Millis
Network Administrator
Electrical and Computer Engineering
University of Calgary
2500 University Dr. N.W.
Calgary, Alberta
Canada T2N 1N4
Tel: 403-220-4864 Fax: 403-282-6855
rmillis@enel.ucalgary.ca
http://www.enel.ucalgary.ca/

=======================================================================
If you are making an Electrical and Computer Engineering Department
help or service request please use the web form at
http://www.enel.ucalgary.ca/prssform.html or e-mail
help@enel.ucalgary.ca.

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4

Hi,

Someone showed me this:

tickets=# select * from tickets where id=10245;
id | effectiveid | queue | type | issuestatement | resolution | owner | subject | initialpriority | finalpriority | priority | status | timeworked | timeleft | told | starts | started | due | resolved | lastupdatedby | lastupdated | creator | created | disabled
10245 | 10245 | 1 | ticket | | | 9 | xxxxxxx DNS problem. | 0 | 10 | 0 | resolved | 0 | 0 | 2003-02-06 08:38:20-05 | 1969-12-31 19:00:00-05 | 2003-02-05 08:56:46-05 | 2003-02-12 02:09:11-05 | 2003-02-06 08:38:20-05 | 9 | 2003-02-06 08:38:21-05 | 85 | 2003-02-05 02:09:11-05 | 0
10245 | 10245 | 1 | ticket | | | 9 | xxxxxxx DNS problem. | 0 | 10 | 0 | open | 0 | 0 | 2003-02-05 09:55:30-05 | 1969-12-31 19:00:00-05 | 2003-02-05 08:56:46-05 | 2003-02-12 02:09:11-05 | | 9 | 2003-02-05 09:55:30-05 | 85 | 2003-02-05 02:09:11-05 | 0
(2 rows)

(Sorry for the formatting).

It seems there were two tickets with the same ID.

Can anyone point out why this could have happened? My installation
is a default one, RedHat 7.3 + RT 2.0.15 + Apache 1.3.27 + RHDB 2.1
(Postgres 7.2.3).

Unfortunately, this happened a few days ago while I was on vacation,
and the admin who noticed this just deleted the duplicate record/ticket.

Binand