[rt-users] Tickets being "LOST"

[Farrell,Bob]

I left the defaults of log to rt log in RT_Siteconfig.
I can find nothing logged.

Also, It appeared I could not "reopen" a resolved ticket via an email
response, but it does, it just takes like 30 minutes.

Not sure what I did wrong.

-----Original Message-----
From: Ole Craig [mailto:ocraig at stillsecure.com] 
Sent: Friday, August 25, 2006 8:20 PM
To: Farrell,Bob
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Tickets being "LOST"

Bob -
        Do you have logging setup? (RT_SiteConfig.pm, what are the
values for 

        $LogToSyslog 
        $LogDir
        $LogToFileNamed

What do you see in the logs when this happens?


On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote:
> Last observation:
> 
>  
> 
> It is NOT on every ticket or particular Queue.
> 
>  
> 
> It happens randomly.
> 
>  
> 
> BF
> 
>  
> 
>                                    
> ______________________________________________________________________
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> Farrell,Bob
> Sent: Friday, August 25, 2006 7:25 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Tickets being "LOST"
> 
> 
>  
> 
> I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
> ( with a Ticket number ) but when you go to the Queue, it is not
> there.
> 
>  
> 
> If you search it by Ticket number, it says error ticket not recorded.
> 
>  
> 
> This is now in Production after what I thought was INTENSE lab
> testing.
> 
>  
> 
> Any ideas?
> 
>  
> 
> This is an EMERGENCY type situation, so any input is greatly
> appreciated.
> 
>  
> 
> Bob Farrell
> 
> 
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-- 
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .