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

[Kenneth Crocker]

Chris,

We don't let just anyone "SEE" Comments. We grant that right only to the
Queue AdminCc Watcher and the ticket owner. I suspect the time cost is being
caused by so many Users with that privilege.

Kenn
LBNL

On Fri, Apr 22, 2011 at 7:51 AM, Steve Anderson <
steve.anderson at bipsolutions.com> wrote:

>  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> 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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