Emailed requests are generating ticket numbers of old/closed tickets

Version 4

    Verified Product Versions

    Service Desk 7.6Service Desk 7.7.xService Desk 7.8.xService Desk 2016.xAsset Manager 2016.x


    You are sending in requests via email to open a ticket and receive a ticket number confirming it's creation.

    When you open the ticket up it shows that it's old and closed.  It is not even the same issue that you emailed in.


    Possible Solution:

    Check the following:

    1. Make sure that your test environment is not using the same mailbox as your production system

    2. If it is, then make sure the mail service in your test environment is not running.

    This would have caused the issue because the system will not be able to determine if it was for the Production environment or the Test environment.