[rt-users] Tickets being "LOST"

[Farrell,Bob]

Will do. Also, I "thought" you could add correspondence via RT when
resolving a ticket. It just gives the canned template.

I can only converse via email with reply in RT from the interface.

Was it always that way ?

-----Original Message-----
From: Ole Craig [mailto:ocraig at stillsecure.com] 
Sent: Friday, August 25, 2006 10:36 PM
To: Farrell,Bob
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Tickets being "LOST"

Bob -
Suggest you start logging at a finer level, e.g.:
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/var/log');
Set($LogToFileNamed , "rt.log");  


On Fri, 2006-08-25 at 22:27 -0400, Farrell,Bob wrote:
> 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
> > 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Community help: http://wiki.bestpractical.com
> > Commercial support: sales at bestpractical.com
> > 
> > 
> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.

> > Buy a copy at http://rtbook.bestpractical.com
-- 
/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
. . .