What to do when more than one request is created for one incoming e-mail in SuperOffice Service?

There are two known situations when more than one request is created for one incoming e-mail:

• When the system imports more than one e-mail from the Inbox 
   
• When the system creates more than one request from one e-mail
  
   

When the system imports more than one e-mail from the Inbox

There can be several reasons why SuperOffice Service imports more than one e-mail from the inbox:

1. When e-mail duplicates exist in the mail server and SuperOffice Service is importing everything that it finds in the inbox. In this case, please make sure that the inbox in the mail server has only one e-mail.
    
2. If there is only one e-mail message in the mail server (inbox), check how many e-mails are being imported from the mail server to the SuperOffice Service installation. To do this, go to the inbox folder which can be found in the SuperOffice Service installation folder on the server.
   
   

The files in the Inbox folder can be opened with Notepad program. By opening them you can see how many duplicate e-mails were imported on the particular moment. Duplicates can be created when the SuperOffice server loses connection with the mail server during the import process. In these situations, all the import procedures (including deleting e-mails from the original mailbox after importing into Service) can not be performed successfully. As a result, the same e-mail is being imported as many times as it takes to perform import successfully and delete it from the mailbox.

 

When the system creates more than one request from one e-mail

There are several known areas in SuperOffice Service, which could cause the system import only one e-mail message, but created more than one request for it:

1. Failing custom set up of the inbox filter.
    
2. Failing a custom script, which is in charge of e-mail import.
    
3. The situation when the standard auto-reply reply template has been edited by removing some text. To confirm if this is your case, please follow the steps below:
   
   1. Check, which template is used for auto-reply, by clicking on the Settings button (1), then System templates (2), Customers (3) tab and checking, which template is set up in the Reply template for auto-reply (4). 
   
   
   
   It is also possible, that another auto-reply template is set up for a particular inbox. To check it, click on the Setting (1) button, then E-mail (2) and in Reply template for reply to contacts field (3), you'll see, which template is used for the incoming e-mail to this particular mailbox.
   
   
   
   2. Open a relevant template, by clicking on Knowledge Base (1) and choosing Reply templates (2) from the drop-down list.
   
   
   
   3. From the list of the templates, please open the template, which you identified in the first step.
   
   
   
   4. Make sure that the IF part is not removed without removing the ENDIF part in the reply template. In other words, confirm that there is no "—[[ENDIF]]-- " tag, which does not have "—[[IF:]]-- " before. Please also check the reply template HTML text (1) in Source (3) viewer mode. Sometimes tags IF and ENDIF are not visible in plain text.