we have something a little different. since upgrading to 1.3.1 we see a problem like this: even if a ticket is answered (state `open`) it after some uncertain amount of time appears in the queue again and must be closed just to get rid of it. how come ? N. Monday, September 27, 2004, 1:54:49 PM, you wrote: RG> Hi, RG> We have setup OTRS (1.2.4) to pop off a support mailbox at regular RG> intervals and this is working quite well. Occasionaly however, OTRS will RG> not delete the emails after it has popped them off, and keeps creating RG> new tickets for the same email endlessly until we manually delete the RG> mail from the account. Turned on full debugging to shed some light on RG> the problem, the only strange thing I can see is that in the log entries RG> for the offending message the system is not inserting any newline RG> characters after the ArticleType: field and instead is jumping onto the RG> next mail in the queue before deleting the previous one. As a result it RG> comes back to the same mail and the cycle starts all over again. RG> Has anyone else come across this?