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Emails are sent twice when saving a ticket

This article describes the issue where emails are sent twice after saving a ticket.

First published date

11/8/2018 1:02 PM

Last published date

11/8/2018 1:02 PM

Overview

This article describes an issue where emails are sent twice after saving a ticket.

Product section

Web Help Desk

Cause

This issue occurs due a change in the code to fix an unrelated issue where emails are sent by two different daemons before they are cleared in the database.

Resolution

Go to Setup > Email > Scheduled Email Delivery Threshold.
Set the default threshold to 0.

This will cause all emails to be sent by the mail daemon and should fix the issue with doubled emails

Please note: users will not be prompted with emails send result immediately after clicking "Save & Email". This information will be available in ticket history when emails get to sent out by the daemon

3. Click Save.

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