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

[Steve Anderson]

It's all part of the links section of a ticket.

In an instance like that, each person could have the main ticket open, then hit the 'create' link next to the 'children:' heading. That'll open up a regular ticket creation window. When the main ticket is viewed, the list of all the children will show up on it. Each child will show the original as the parent.

Each child ticket is a ticket in its own right, so for reporting purposes, they can be handled separately.


Steve Anderson

From: Chris Hall [mailto:hiro24 at gmail.com]
Sent: 22 April 2011 15:45
To: Steve Anderson
Cc: rt-users
Subject: Re: [rt-users] Handling a ticket that contains MANY comments....

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<mailto: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> [mailto: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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BiP Solutions Limited is a company registered in Scotland with Company
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