[rt-users] "Hidden" tickets suddenly appear

[Martin Wheldon]

Hi Jeff,

If you examine the ticket history of the problem ticket it should tell 
you what happened
for it to be set back to the "new" status.

Is it being reopened by a reply to a email from the pervious ticket 
corespondance perhaps??

Best Regards

Martin

On 2016-10-25 16:00, Jeff Blaine wrote:
> RT 4.2.13 backed by PostgreSQL, though I feel like we've been
> experiencing the following for many versions.
> 
> I've been suspect for quite some time, but thought maybe I was losing 
> my
> mind instead. I've confirmed finally that I am not losing my mind re: 
> RT
> in this specific case. We are definitely seeing the following 
> situation.
> 
> I'm curious if anyone has thoughts as to where to start debugging the
> root cause.
> 
> I use a simple saved search as my view into RT at work. Others using
> this queue also use a similar one. The query is:
> 
>     Queue = 'atcc-help'
>     AND
>        (
>           Status = 'new'
>           OR Status = 'open'
>           OR Status = 'stalled'
>        )
>     AND (
>            Owner = 'Nobody'
>            OR Owner = 'jblaine at our.org'
>         )
> 
> The display settings for the search have "Rows: Unlimited"
> 
> It results in a daily list of 70-120 tickets.
> 
> We are seeing tickets appear in this list, where they have never
> appeared in the list before, after some period of being in the queue. 
> In
> most cases, the mystery ticket has a "Created" date of more than a few
> weeks ago. The most recent case was 5 months. That is, a ticket with
> "Created" of around 5 months ago, and in "new" status, showed up in the
> results of the search above where it never had shown up before.
> 
> As you can imagine, this is terrible for customer service. Luckily it
> seems pretty rare. I would estimate that we see this happen ~5 times 
> per
> year, and then have to start the very awkward conversation about how 
> the
> ticket "slipped through our cracks".
> 
> Thoughts very welcome.
> 
> Jeff
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