We are facing a challenge and unable to find the reason and solution
OTRS (3.2.16) is fetching emails from third party software like Exchange/ Gmail etc using POP/IMAP...
Need to know how OTRS determines that an email has been successfully downloaded and that the next OTRS fetch will not download the same email again. Also, if OTRS fetch is partially downloaded an email and the process fails to complete, how can OTRS determine to fetch the same email again, to complete the process. Observed that partially fetched emails are left out in the next fetch cycle, resulting in emails being missed out. (ie. Email received in third party server but not in OTRS)