Ailsa: First thing I need to ask is: Are you logging in then checking your queue for the ticket, rather than just clicking the link at the bottom of your notification email? OTRS tickets can be answered/closed by any of us who have access to the queue, so if a post disappears from your queue it may have been handled by someone else. The links in notification emails are persistent and should -always- bring up the ticket no matter who it was closed by and what state it's in. Ailsa wrote:

Hi guys. I had four notifications of emails to me from OTRS this morning. When I logged in, there was only one in my queue - when I went in and searched the conversation I found the other three (she had responded to my email four times, but the system only showed the most recent one in my queue, even after I answered that one). A couple of weeks ago I had a follow up for someone and when I logged and searched for the thread to send the follow up, I found there had been a follow up on their side four days earlier which I never got the notification for. Now I'm thinking that maybe it was a similar issue?

This is really disturbing because it makes me wonder what else we're missing and not responding to.

~ Ailsa ------------------------------------------------------------------------

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