[rt-users] Handling a ticket that contains MANY comments....

[Kenneth Marshall]

On Fri, Apr 22, 2011 at 10:32:31AM -0400, Chris Hall wrote:
> Hello all,
> 
> Question:  How should I best handle a ticket with multiple comments?  By
> multiple, I mean 400+.
> 
> Here's the background.  Our helpdesk had to deal w/ a widespread outage.
>  Tons upon tons of ppl were calling in for the entire day.  They decided
> they needed to log all these calls, so they created on ticket, named for
> this example "outage".  Everytime someone called in, they would open the
> "outage" ticket and put a quick "advised user of outage" in the ticket.
>  However, once the ticket started growing into the hundreds of comments, it
> would nearly lock the server up when someone would access it.  The CPU would
> peg out while the page was loaded, which would take roughly 2 minutes... and
> with probably a new person trying to access the ticket every 15 seconds, you
> could see how this was a problem.  It brought the entire ticketing system to
> something of a standstill.
> 
> My question to you guys is how do I avoid something like this moving forward
> in the future?  I found this:
> 
> http://search.cpan.org/~ruz/RT-Extension-ViaLink-UpdateTicket-0.02/lib/RT/Extension/ViaLink/UpdateTicket.pm
> 
> and was thinking it would resolve the problem, if I can format the link it
> talks about to just update the ticket w/o trying to load/render a several
> hundred line ticket.. what are your thoughts?  Would this work?

We actually open a child ticket for each person to keep the
updates more compartmentalized. That works pretty well.

Cheers,
Ken