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

[Chris Hall]

Could you elaborate on the child ticket?  The way we handle things usually
is we have a ticket for each customer, and update it if they call in.  In
this case though, it was all about turnover, and getting everything logged
quickly, so they didn't want to have to bother with looking up a customer's
ticket to log it.  They wanted a way to very quickly put a comment somewhere
that "yes, somebody called" so they could move on to the next phone call in
queue (which was a deep queue btw). They want to make sure they log
"something" b/c at the end of the month they try to match up how many
comments they made on RT verses how many calls they took, for quality
checking purposes, etc..

I never really messed with child ticket functionality, how exactly does it
work?

On Fri, Apr 22, 2011 at 10:35 AM, Steve Anderson <
steve.anderson at bipsolutions.com> wrote:

>  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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