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

[Kenneth Crocker]

Richard,


	That's odd. I just did the same thing and I can look at any ticket 
before or after the one I searched for. Have you tried running an SQL 
againt the ticket table in the DataBase? That should give you an idea of 
what is on those tickets and help find the cause. I'm not sure how MySQL 
is set up but in Oracle, I would look at the TICKETS table, the ACL 
table, and the GROUPS and USERS tables. What DataBase are you on?


Kenn
LBNL

On 7/23/2008 12:22 PM, Richard Harold wrote:
> What I mean is, lets say I have a ticket 4999 and another ticket 5500,
> and I was do a simple search for ticket 5010 or 5499 I get that message
> as I said before. I have the rights to see all queues and groups. I am
> Superuser as defined in rt.
> 
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: 23 July 2008 17:10
> To: Richard Harold
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Noob alert--question about ticket explosion
> 
> Richard,
> 
> 
> 	What do you mean when you say you can't open a ticket before or
> after a 
> known ticket? If you are in the "Modify Ticket" page of ANY ticket, you 
> obviously have the right to at least see the ticket. Did you get to the 
> ticket thru normal RT navigation? or thru a link? Your privileges at the
> 
> global and queue level would tell me a great deal at this point. I'm 
> hoping you do not grant any rights to individual users, but use groups. 
> What privileges have you set up at the global level? What privileges for
> 
> the queue you are dealing with?
> 
> 
> Kenn
> LBNL
> 
> On 7/23/2008 6:00 AM, Richard Harold wrote:
>> I don't think this is happening,
>>
>> If I try to open a ticket before or after a known ticket it comes up
>> with "Could not load ticket 5000" etc
>>
>> Im stumped. It seems to have calmed down a little lately though
>>
>>
>>
>> -----Original Message-----
>> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
>> Sent: 14 July 2008 18:01
>> To: Richard Harold
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] Noob alert--question about ticket explosion
>>
>> 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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