Double mail is sent to customers

[diaz79]

After upgrade to v.19, all tickets created automatically from costumers mails or if employee create ticket manually, system sends 2 mails back to costumers, but there are not identical.

First mail is generate whit our standard auto replay text from the system, whit ticket nr. in subject, like it should be.

Second mail is generate almost the same but it only contains tickets description, whit ticket nr. in subject!

Any idea why this happening?

PS. We are using Office 365 for mail system.

Help needed ASAP.

[Support Team]

Re: Double mail is sent to customers

Thank you for posting this. It is hard to tell why this is happening though it is definitely not related to version 19.

It is possible that you refer to two different things you've activated - first one is an Auto-Response email sent by the Email Connector for each new Ticket created from email. This option is configured using ServerConfig utility.
The second one may be related to the 'Alert to Customers' feature, e.g. emails messages sent to customers for any new ticket that is being created, no necessarily via email. This option is configured under Tools > Options > Alerts to Customers tab.

Hope this helps.

[diaz79]

Re: Double mail is sent to customers

Thanks for answering my question and pointing me in right direction. For som odd resone there was mismatch between our "Server configured" auto replay e-mail template and "Alert to customer" auto replay e-mail template. After changing to same template problem is solved.