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 = 'jbla...@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 --------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
