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

[Steve Anderson]

Or use the child ticket functionality? Though that will increase the number of tickets in the system.


Steve Anderson

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris Hall
Sent: 22 April 2011 15:33
To: rt-users
Subject: [rt-users] Handling a ticket that contains MANY comments....

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?

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