Duplicate (or multiple) notes and outgoing mails

Technical assistance
1

Hi, we occasionally notice that notes and mails appear twice (even three times) (mails are then sent more than once). It is not clear in which context this happens. Is this a known bug, I could not find anything about it? How can we debug here to find the cause?

  • Used Zammad version: 5.3.1
  • Used Zammad installation type: docker-compose
  • Operating system: various: Linux, MacOS
  • Browser + version: various

Expected behavior:

  • no duplicate (or triplicate) notes or mails (see screenshot)

Actual behavior:

  • (rare) duplicate (or multiple) notes or mails for different agents with different hardware and software setups (linux, MacOS, Chrome, Firefox)

Steps to reproduce the behavior:

  • unknown

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2

Haven’t seen this issue before.

Would recommend reviewing the various Docker container logs, and finding the entries that are being logged whenever this issue happens.

For example:

docker container logs zammad-zammad-railsserver-1

Would also recommend checking the monitoring section on Zammad admin panel, and seeing if any issues are listed:

https://admin-docs.zammad.org/en/latest/system/monitoring.html

3

You’re outdated and prune to security issues. Update Zammad asap.

This usually happens if you reply to addresses Zammad doesn’t know it’s its own mail addresses. So you basically receive e.g. two replies based on one mail you send out. It’s shown as agent because Zammad recognized it did send it itself.

Make sure to add all aliases of your mailboxes to Zammad - it will automatically filter out these mail addresses from replies so that you don’t write to yourself (which doesn’t make too much sense).

See: Secondary Addresses — Zammad Admin Documentation documentation