Repeated ticket creation issue

[benvahit]

Hi,

I searched about my issue in the forum but i couldn't find exact response. If there is exist i'm sorry already.

My HESK creates tickets from E-mail via pop3 fetching but it creates new tickets which was created before also. How can i handle it? Do i need to move mails after cron job has worked or is there any settings about that? Btw of course i searched in settings panel in hesk then tested something but i didn't succeed.

Hesk Version : 2.5.1

[Klemen]

POP3 protocol doesn't provide any means of marking messages as read or deleting them, so it is up to your server to properly delete messages after they have been downloaded through POP3.

[benvahit]

So as far as i understand, HESK cannot recognize e-mail that converted to ticket before or not, right?

[Klemen]

Correct.

The way POP3 works is when a message is downloaded it shouldn't be sent by the server anymore (it should be removed), there is no way of marking messages as "already read" in POP3. If it is, this is a non-standard compliant setup and HESK cannot distinguish if the same email message was already downloaded or not.

[benvahit]

Ok thank you for your replies.Im gonna try to solve it on e-mail side.