Handling a ticket that contains MANY comments

RT Users
1

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:

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?

2

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:

RT::Extension::ViaLink::UpdateTicket - update tickets without credentials using a link - metacpan.org

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?

We actually open a child ticket for each person to keep the
updates more compartmentalized. That works pretty well.

Cheers,
Ken

3

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

Steve AndersonFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@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:

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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4

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@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@lists.bestpractical.com [mailto:
rt-users-bounces@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:

RT::Extension::ViaLink::UpdateTicket - update tickets without credentials using a link - metacpan.org

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?

This email has been scanned by Netintelligence
Managed Cyber Security Solutions | iomart

BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.

5

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 AndersonFrom: Chris Hall [mailto:hiro24@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?

6

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
LBNLOn Fri, Apr 22, 2011 at 7:51 AM, Steve Anderson < steve.anderson@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@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@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@lists.bestpractical.com [mailto:
rt-users-bounces@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:

RT::Extension::ViaLink::UpdateTicket - update tickets without credentials using a link - metacpan.org

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?

This email has been scanned by Netintelligence
Managed Cyber Security Solutions | iomart

BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.

This email has been scanned by Netintelligence
Managed Cyber Security Solutions | iomart

BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.

This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.