Duplication detection not working

Technical assistance
1

We have activated duplicate detection and have set Title and Customer as the attributes to compare.
All roles have been added, and the permission level for ticket search operations is set to “System.”
Tickets in the following status are being compared: “All Tickets.”

I have sent multiple identical emails with the subject “test” and the same content. Unfortunately, the system does not recognize them as duplicates.

Am I possibly overlooking something in the configuration?

System: Running von docker with version 6.5.1. Self hosted instance.

2

Nobody with the same problem?

3

You mean that you tested it with the subject “test” and the same customer?

4

Yes correct… as you described.

5

Hi @michaeltn.

Maybe you could describe exactly what you did and what you expect - just use the template, as you did not submit it in your first post. For me, it’s not clear right now.

6

Sorry, I’m a bit lost when it comes to the description.

I send the identical email to my instance twice — same subject, same body, from the same sender. With the configuration/settings mentioned above.

I expect it to be recognized as a duplicate and that the corresponding warning message is displayed:

However, this does not happen.

What are the criteria for duplicate detection, and/or can they be influenced or configured to control when a duplicate is recognized as a duplicate?

7

That screen is shown during the ticket creation.

8

Okay, do I understand correctly that there is no indication at all when someone sends the same email twice or multiple times that these are duplicates? In that case, I must have misunderstood the function.

9

Yes, the indication is shown to agents during the ticket creation only. At least that‘s whatvtje documentation states: Ticket — Zammad Admin Documentation documentation

10

Ok shit. sorry…
Maybe this could be an interesting feature request. I might even have a customer who is willing to contribute to the project as a paid feature. Who can I contact regarding this?

11

So feature requests generally goes here:

If you wanna throw money at the development of the feature, you can contact enjoy@zammad.com