[rt-users] "Hidden" tickets suddenly appear

[Jeff Blaine]

On 10/26/2016 4:27 AM, Martin Wheldon wrote:
> Hi Jeff,
> 
> If you examine the ticket history of the problem ticket it should tell
> you what happened
> for it to be set back to the "new" status.
> 
> Is it being reopened by a reply to a email from the pervious ticket
> corespondance perhaps??

Martin,

Right, that's where I first looked. There are zero transactions past the
initial creation via email. Nothing has been done to the ticket.

Jeff

> On 2016-10-25 16:00, Jeff Blaine wrote:
>> RT 4.2.13 backed by PostgreSQL, though I feel like we've been
>> experiencing the following for many versions.
>>
>> I've been suspect for quite some time, but thought maybe I was losing my
>> mind instead. I've confirmed finally that I am not losing my mind re: RT
>> in this specific case. We are definitely seeing the following situation.
>>
>> I'm curious if anyone has thoughts as to where to start debugging the
>> root cause.
>>
>> I use a simple saved search as my view into RT at work. Others using
>> this queue also use a similar one. The query is:
>>
>>     Queue = 'atcc-help'
>>     AND
>>        (
>>           Status = 'new'
>>           OR Status = 'open'
>>           OR Status = 'stalled'
>>        )
>>     AND (
>>            Owner = 'Nobody'
>>            OR Owner = 'jblaine at our.org'
>>         )
>>
>> The display settings for the search have "Rows: Unlimited"
>>
>> It results in a daily list of 70-120 tickets.
>>
>> We are seeing tickets appear in this list, where they have never
>> appeared in the list before, after some period of being in the queue. In
>> most cases, the mystery ticket has a "Created" date of more than a few
>> weeks ago. The most recent case was 5 months. That is, a ticket with
>> "Created" of around 5 months ago, and in "new" status, showed up in the
>> results of the search above where it never had shown up before.
>>
>> As you can imagine, this is terrible for customer service. Luckily it
>> seems pretty rare. I would estimate that we see this happen ~5 times per
>> year, and then have to start the very awkward conversation about how the
>> ticket "slipped through our cracks".
>>
>> Thoughts very welcome.
>>
>> Jeff
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
> 

-- 
Jeff Blaine
kickflop.net