[rt-users] Noob alert--question about ticket explosion

[Kenneth Crocker]

Richard,


	Try looking to see if RT is creating new tickets when a user "Replies" 
to a ticket. If they do a "ReplyAll" for a ticket, then RT could very 
possibly be creating a new ticket every time. The ticket queue should be 
set to do all the notifications needed and the users instructed to "Just 
Reply" and let RT do it's thing. Anyway, that's my thought.


Kenn
LBNL

On 7/14/2008 12:04 AM, Richard Harold wrote:
> Hi Guys,
> 
>  
> 
> Im new to the world of RT and Open Source, but am in the final stages of 
> finishing of an RT helpdesk rollout.
> 
> One thing that has confused me is all of a sudden when testing the 
> system with the users, tickets have jumped up from 500 to 1000 now they 
> are at 4000 odd. I know for a fact there hasn’t been that many calls 
> raised, any idea what’s going on?
> 
>  
> 
> Thanks in advance
> 
>  
> 
> Richard Harold
> 
> 
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