Noob alert--question about ticket explosion

Hi Guys,

Im new to the world of RT and Open Source, but am in the final stages of
finishing of an RT helpdesk rollout.

One thing that has confused me is all of a sudden when testing the
system with the users, tickets have jumped up from 500 to 1000 now they
are at 4000 odd. I know for a fact there hasn’t been that many calls
raised, any idea what’s going on?

Thanks in advance

Richard Harold

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Richard,

Try looking to see if RT is creating new tickets when a user "Replies" 

to a ticket. If they do a “ReplyAll” for a ticket, then RT could very
possibly be creating a new ticket every time. The ticket queue should be
set to do all the notifications needed and the users instructed to “Just
Reply” and let RT do it’s thing. Anyway, that’s my thought.

Kenn
LBNLOn 7/14/2008 12:04 AM, Richard Harold wrote:

Hi Guys,

Im new to the world of RT and Open Source, but am in the final stages of
finishing of an RT helpdesk rollout.

One thing that has confused me is all of a sudden when testing the
system with the users, tickets have jumped up from 500 to 1000 now they
are at 4000 odd. I know for a fact there hasn�t been that many calls
raised, any idea what�s going on?

Thanks in advance

Richard Harold

_DISCLAIMER:

This message is intended only for the use of the person(s) (“the
intended recipient(s)”) to whom it is addressed.

It may contain information which is privileged, proprietary and/or
confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have received
this email in error and that any use, dissemination, forwarding,
printing or copying of this message (including any attachments) is
strictly prohibited.

If you have received this message in error, please contact the sender of
this message as soon as possible.

The views or opinions expressed in this message are those of the author
and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos,
GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


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I don’t think this is happening,

If I try to open a ticket before or after a known ticket it comes up
with “Could not load ticket 5000” etc

Im stumped. It seems to have calmed down a little lately thoughFrom: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 14 July 2008 18:01
To: Richard Harold
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Noob alert–question about ticket explosion

Richard,

Try looking to see if RT is creating new tickets when a user

"Replies"
to a ticket. If they do a “ReplyAll” for a ticket, then RT could very
possibly be creating a new ticket every time. The ticket queue should be

set to do all the notifications needed and the users instructed to "Just

Reply" and let RT do it’s thing. Anyway, that’s my thought.

Kenn
LBNL

Hi Guys,

Im new to the world of RT and Open Source, but am in the final stages
of
finishing of an RT helpdesk rollout.

One thing that has confused me is all of a sudden when testing the
system with the users, tickets have jumped up from 500 to 1000 now
they
are at 4000 odd. I know for a fact there hasn’t been that many calls
raised, any idea what’s going on?

Thanks in advance

Richard Harold

_DISCLAIMER:

This message is intended only for the use of the person(s) (“the
intended recipient(s)”) to whom it is addressed.

It may contain information which is privileged, proprietary and/or
confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have
received
this email in error and that any use, dissemination, forwarding,
printing or copying of this message (including any attachments) is
strictly prohibited.

If you have received this message in error, please contact the sender
of
this message as soon as possible.

The views or opinions expressed in this message are those of the
author
and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos,
GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


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At 7/23/2008 09:00 AM, Richard Harold wrote:

I don’t think this is happening,

If I try to open a ticket before or after a known ticket it comes up
with “Could not load ticket 5000” etc

Im stumped. It seems to have calmed down a little lately though

Richard,

What do you get if you do the query "select count(*) from Tickets;"
in your database command line tool?

Steve

Richard,

What do you mean when you say you can't open a ticket before or after a 

known ticket? If you are in the “Modify Ticket” page of ANY ticket, you
obviously have the right to at least see the ticket. Did you get to the
ticket thru normal RT navigation? or thru a link? Your privileges at the
global and queue level would tell me a great deal at this point. I’m
hoping you do not grant any rights to individual users, but use groups.
What privileges have you set up at the global level? What privileges for
the queue you are dealing with?

Kenn
LBNLOn 7/23/2008 6:00 AM, Richard Harold wrote:

I don’t think this is happening,

If I try to open a ticket before or after a known ticket it comes up
with “Could not load ticket 5000” etc

Im stumped. It seems to have calmed down a little lately though

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 14 July 2008 18:01
To: Richard Harold
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Noob alert–question about ticket explosion

Richard,

Try looking to see if RT is creating new tickets when a user
"Replies"
to a ticket. If they do a “ReplyAll” for a ticket, then RT could very
possibly be creating a new ticket every time. The ticket queue should be

set to do all the notifications needed and the users instructed to "Just

Reply" and let RT do it’s thing. Anyway, that’s my thought.

Kenn
LBNL

On 7/14/2008 12:04 AM, Richard Harold wrote:

Hi Guys,

Im new to the world of RT and Open Source, but am in the final stages
of
finishing of an RT helpdesk rollout.

One thing that has confused me is all of a sudden when testing the
system with the users, tickets have jumped up from 500 to 1000 now
they
are at 4000 odd. I know for a fact there hasn’t been that many calls
raised, any idea what’s going on?

Thanks in advance

Richard Harold

_DISCLAIMER:

This message is intended only for the use of the person(s) (“the
intended recipient(s)”) to whom it is addressed.

It may contain information which is privileged, proprietary and/or
confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have
received
this email in error and that any use, dissemination, forwarding,
printing or copying of this message (including any attachments) is
strictly prohibited.

If you have received this message in error, please contact the sender
of
this message as soon as possible.

The views or opinions expressed in this message are those of the
author
and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos,
GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


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Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


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_DISCLAIMER:

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It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited.

If you have received this message in error, please contact the sender of this message as soon as possible.

The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


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What I mean is, lets say I have a ticket 4999 and another ticket 5500,
and I was do a simple search for ticket 5010 or 5499 I get that message
as I said before. I have the rights to see all queues and groups. I am
Superuser as defined in rt.From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 23 July 2008 17:10
To: Richard Harold
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Noob alert–question about ticket explosion

Richard,

What do you mean when you say you can't open a ticket before or

after a
known ticket? If you are in the “Modify Ticket” page of ANY ticket, you
obviously have the right to at least see the ticket. Did you get to the
ticket thru normal RT navigation? or thru a link? Your privileges at the

global and queue level would tell me a great deal at this point. I’m
hoping you do not grant any rights to individual users, but use groups.
What privileges have you set up at the global level? What privileges for

the queue you are dealing with?

Kenn
LBNL

I don’t think this is happening,

If I try to open a ticket before or after a known ticket it comes up
with “Could not load ticket 5000” etc

Im stumped. It seems to have calmed down a little lately though

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 14 July 2008 18:01
To: Richard Harold
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Noob alert–question about ticket explosion

Richard,

Try looking to see if RT is creating new tickets when a user
"Replies"
to a ticket. If they do a “ReplyAll” for a ticket, then RT could very
possibly be creating a new ticket every time. The ticket queue should
be

set to do all the notifications needed and the users instructed to
"Just

Reply" and let RT do it’s thing. Anyway, that’s my thought.

Kenn
LBNL

Hi Guys,

Im new to the world of RT and Open Source, but am in the final stages
of
finishing of an RT helpdesk rollout.

One thing that has confused me is all of a sudden when testing the
system with the users, tickets have jumped up from 500 to 1000 now
they
are at 4000 odd. I know for a fact there hasn’t been that many calls
raised, any idea what’s going on?

Thanks in advance

Richard Harold

_DISCLAIMER:

This message is intended only for the use of the person(s) (“the
intended recipient(s)”) to whom it is addressed.

It may contain information which is privileged, proprietary and/or
confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have
received
this email in error and that any use, dissemination, forwarding,
printing or copying of this message (including any attachments) is
strictly prohibited.

If you have received this message in error, please contact the sender
of
this message as soon as possible.

The views or opinions expressed in this message are those of the
author
and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos,

GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


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_DISCLAIMER:

This message is intended only for the use of the person(s) (“the
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It may contain information which is privileged, proprietary and/or
confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have
received this email in error and that any use, dissemination,
forwarding, printing or copying of this message (including any
attachments) is strictly prohibited.

If you have received this message in error, please contact the sender
of this message as soon as possible.

The views or opinions expressed in this message are those of the
author and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos,
GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


This email has been scanned by the MessageLabs Email Security System.
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_DISCLAIMER:

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It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited.

If you have received this message in error, please contact the sender of this message as soon as possible.

The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184
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Hi Stephen,

Im waiting on the Mysql password to be able to try this search, I wasn’t
involved In the install so wasn’t given the password. I will try this
asap.

CheersFrom: Stephen Turner [mailto:sturner@MIT.EDU]
Sent: 23 July 2008 14:22
To: Richard Harold; Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Noob alert–question about ticket explosion

At 7/23/2008 09:00 AM, Richard Harold wrote:

I don’t think this is happening,

If I try to open a ticket before or after a known ticket it comes up
with “Could not load ticket 5000” etc

Im stumped. It seems to have calmed down a little lately though

Richard,

What do you get if you do the query "select count(*) from Tickets;"
in your database command line tool?

Steve

This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email

_DISCLAIMER:

This message is intended only for the use of the person(s) (“the intended recipient(s)”) to whom it is addressed.

It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited.

If you have received this message in error, please contact the sender of this message as soon as possible.

The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184
This email has been scanned by the MessageLabs Email Security System.
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Richard,

That's odd. I just did the same thing and I can look at any ticket 

before or after the one I searched for. Have you tried running an SQL
againt the ticket table in the DataBase? That should give you an idea of
what is on those tickets and help find the cause. I’m not sure how MySQL
is set up but in Oracle, I would look at the TICKETS table, the ACL
table, and the GROUPS and USERS tables. What DataBase are you on?

Kenn
LBNLOn 7/23/2008 12:22 PM, Richard Harold wrote:

What I mean is, lets say I have a ticket 4999 and another ticket 5500,
and I was do a simple search for ticket 5010 or 5499 I get that message
as I said before. I have the rights to see all queues and groups. I am
Superuser as defined in rt.

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 23 July 2008 17:10
To: Richard Harold
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Noob alert–question about ticket explosion

Richard,

What do you mean when you say you can’t open a ticket before or
after a
known ticket? If you are in the “Modify Ticket” page of ANY ticket, you
obviously have the right to at least see the ticket. Did you get to the
ticket thru normal RT navigation? or thru a link? Your privileges at the

global and queue level would tell me a great deal at this point. I’m
hoping you do not grant any rights to individual users, but use groups.
What privileges have you set up at the global level? What privileges for

the queue you are dealing with?

Kenn
LBNL

On 7/23/2008 6:00 AM, Richard Harold wrote:

I don’t think this is happening,

If I try to open a ticket before or after a known ticket it comes up
with “Could not load ticket 5000” etc

Im stumped. It seems to have calmed down a little lately though

-----Original Message-----
From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 14 July 2008 18:01
To: Richard Harold
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Noob alert–question about ticket explosion

Richard,

Try looking to see if RT is creating new tickets when a user
"Replies"
to a ticket. If they do a “ReplyAll” for a ticket, then RT could very
possibly be creating a new ticket every time. The ticket queue should
be
set to do all the notifications needed and the users instructed to
"Just
Reply" and let RT do it’s thing. Anyway, that’s my thought.

Kenn
LBNL

On 7/14/2008 12:04 AM, Richard Harold wrote:

Hi Guys,

Im new to the world of RT and Open Source, but am in the final stages
of
finishing of an RT helpdesk rollout.

One thing that has confused me is all of a sudden when testing the
system with the users, tickets have jumped up from 500 to 1000 now
they
are at 4000 odd. I know for a fact there hasn’t been that many calls
raised, any idea what’s going on?

Thanks in advance

Richard Harold

_DISCLAIMER:

This message is intended only for the use of the person(s) (“the
intended recipient(s)”) to whom it is addressed.

It may contain information which is privileged, proprietary and/or
confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have
received
this email in error and that any use, dissemination, forwarding,
printing or copying of this message (including any attachments) is
strictly prohibited.

If you have received this message in error, please contact the sender
of
this message as soon as possible.

The views or opinions expressed in this message are those of the
author
and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos,

GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


This email has been scanned by the MessageLabs Email Security System.
For more information please visit http://www.messagelabs.com/email


_DISCLAIMER:

This message is intended only for the use of the person(s) (“the
intended recipient(s)”) to whom it is addressed.
It may contain information which is privileged, proprietary and/or
confidential within the meaning of applicable law.
If you are not the intended recipient, be advised that you have
received this email in error and that any use, dissemination,
forwarding, printing or copying of this message (including any
attachments) is strictly prohibited.
If you have received this message in error, please contact the sender
of this message as soon as possible.
The views or opinions expressed in this message are those of the
author and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos,
GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


This email has been scanned by the MessageLabs Email Security System.
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_DISCLAIMER:

This message is intended only for the use of the person(s) (“the intended recipient(s)”) to whom it is addressed.

It may contain information which is privileged, proprietary and/or confidential within the meaning of applicable law.

If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this message (including any attachments) is strictly prohibited.

If you have received this message in error, please contact the sender of this message as soon as possible.

The views or opinions expressed in this message are those of the author and may not necessarily be the views held by Maxima Holdings plc.
Maxima Holdings plc. Cotswold Court, Lansdown Road, Cheltenham, Glos, GL50 2JA. Registered in England. 5043538. VAT Number - 728778184


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