I, [2019-11-19T09:18:31.412818 #3460-47023634167660] INFO – : Send notification to: my_email (from:noreply@domain/subject:Updated Ticket (Re: Subject) [Ticket#5712171])
I, [2019-11-19T09:19:07.772623 #3460-47023634167660] INFO – : Send notification to: my_email (from:noreply@domain/subject:Updated Ticket (Re: Subject) [Ticket#5712171])
I, [2019-11-19T09:19:44.048398 #3460-47023634167660] INFO – : Send notification to: my_email (from:noreply@domain/subject:Updated Ticket (Re: Subject) [Ticket#5712171])
[…] hundred of lines removed […]
I, [2019-11-19T11:03:10.465727 #3460-47023634167660] INFO – : Send notification to: my_email (from:noreply@domain/subject:Updated Ticket (Re: Subject) [Ticket#5712171])
I, [2019-11-19T11:03:47.602183 #3460-47023634167660] INFO – : Send notification to: my_email (from:noreply@domain/subject:Updated Ticket (Re: Subject) [Ticket#5712171])
Between regular “INFO” lines there are also few lines with the text:
I, [2019-11-19T09:26:20.051474 #3233-70253759511940] INFO – : Parameters: {“number”=>“5712171”, “title”=>“Re: Subject”, “group_id”=>“1”, “owner_id”=>1, “customer_id”=>294, “state_id”=>“4”, “priority_id”=>“2”, “updated_at”=>“2019-11-19T08:26:03.083Z”, “preferences”=>{“channel_id”=>6}, “pending_time”=>nil, “id”=>“12221”, “all”=>“true”}
The last one is from 2019-11-19T09:32:37.894624.
Steps to reproduce the behavior:
I have got no idea how to reproduce it. It was somewhat random and lasted for about 2 hours.
There are no triggers activated and the log files don’t contain any other clues to determine the reason for multiple emails.
Edit: Everybody from the group got those multiple notifications.
in fact, the log file lines you posted are not trigger based notifications, but agent notifications based on new tickets, updates etc. If you update the ticket like 4-5-6 times fast at the same time (no matter of much usefull stuff you change), this might be a reason why this happens.
You might want to check your history of ticket #5712171, it will tell you why it send notifications (and when).
Yes, my_email was always the same, 200 or more times, for the same ticket. It’s not possible that someone spent 4 hours just for clicking the update ticket button.
As for the ticket itself, it took 5 minutes for Firefox to process the amount of information. Every notice (except the initial ones, with imported email and then with the status “new”) looks the same:
"HelpDesk …
Hi Jakub,
Ticket (Re: subject) has been updated by " noreply@domain ".
Information:" (let us name it [part 1]), then below the “Information” there is:
grey vertical bar [part 1]
grey vertical bar x2 [part 1] (as recursion, I guess)
And it keeps repeating itself until there are only grey bars visible (because there’s no space left for the text).
Edit:
In the database there are 268 records in the ticket_articles table with this ticket id. Strange thing is that the “to” field has got the same email “hq@domain” repeated 266 times. The “hq@domai” is set as incoming email address.
So, maybe every notification’s email got imported into the ticket and made it perpetual trigger?
Sounds like you’re importing notification mails that where sent to an agent and, because of the updated ticket, will cause another notification to go off.
my_email should be the affected agent. Either disable his notifications by mail entirely or check why his notifications find their way into Zammad.