Hi Philippe, It would be probably the best to take a look in the OTRS log (which can be in a file or in syslog, depending on your configuration) and check and see what is happening around 00:10 AM. -- Mike On Mon, Apr 16, 2012 at 16:24, Martignier, Philippe wrote:

Hi there,

I have the default queue (one that was created by the installation) named “Raw”. This queue is set to “inactive” and no email address is linked to it.

What is strange is that I have now 13 tickets in that queue. All these tickets have been created at 00:10 am but on different days.

For each of these 13 tickets I can find a duplicated one that was created one day before,  around 2.40 am. This duplicated one is the one to keep as it is placed in the correct queue.

We received around 300 tickets per day, so it is not a big amount of ticket to handle but I am still wondering why these tickets are created in the raw queue … specially because I understand OTRS delete the email once the ticket is created.

I verified with our IT if it was not our fault (that the email was re-created by a backup procedure for example), but it is not the case.

Any help welcome!

Thanks

Philippe

Philippe Martignier

Communications Division

Customer Service Center

Email : Philippe.Martignier@wipo.int

Phone : 00 41 022 338 72 36

Building : NC

Office : 3, 316

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