The fact that changing the status of an already imported message to “unread” triggers a new import is, in my opinion, not ideal.
We weren’t even aware of this until a cautious employee manually changed the status of several emails to “unread,” thus triggering a whole series of multiple imports.
My suggestion would be to train zammad’s logging system to import a message and log it based on clear criteria, so that multiple imports are impossible.
For example, it would be sensible to log the following values for an email:
If all three values match a protocol entry for a new/unread message, the message should not be imported by default.
This behavior could then be offered as an on/off option to accommodate different scenarios.
Please send a like (
) if you support this idea!
Otherwise, zammad will not take action and begin implementation.
Why you don’t delete messages after import? Where is the need for setting mails in a mailbox for a ticket system manually to “unread”?
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We are in a multi-user environment here, where several people are querying and editing the same IMAP mailbox.
That`s why I said: We weren’t even aware of this until a cautious employee manually changed the status of several emails to “unread,” thus triggering a whole series of multiple imports.
But yes, deleting the mail directly after importing would be the normal way.
There shouldn‘t be anyone else using and reading in a mailbox of Zammad at all.
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This is imho the normal behaviour for a ticket system - multiple users watching/using the same inbound chanel. Use a functional mailbox instead of personal ones.
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Thank you for your input. We currently don’t plan to introduce a duplicate detection on mail fetching, as the benfit does not outweight the performance costs.
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