Re: [rt-users] Handling a ticket that contains MANY comments
On 22 Apr 2011, at 15:44, rt-users-requ...@lists.bestpractical.com wrote: > 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 hit the same problem a few months ago. I came up with a patch which helps with one slightly inefficient part of the code. Jesse has already taken the patch into 3.9/4.0, but it isn't in 3.8.x. The mailing list post which details the patch is here: http://lists.bestpractical.com/pipermail/rt-users/2010-September/066454.html You should find it helps a lot with these large tickets. I had some tickets with more than 2000 transactions which were impossible to view before this patch was put in place. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
Re: [rt-users] Handling a ticket that contains MANY comments....
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.ander...@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:hir...@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.ander...@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-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@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? > > > -- > > This email has been scanned by Netintelligence > http://www.netintelligence.com/email > -- > > > -- > > 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 sende
Re: [rt-users] Handling a ticket that contains MANY comments....
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:hir...@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 mailto:steve.ander...@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-boun...@lists.bestpractical.com<mailto:rt-users-boun...@lists.bestpractical.com> [mailto:rt-users-boun...@lists.bestpractical.com<mailto:rt-users-boun...@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? This email has been scanned by Netintelligence http://www.netintelligence.com/email 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 http://www.netintelligence.com/email 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.
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.ander...@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-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@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? > > > -- > > This email has been scanned by Netintelligence > http://www.netintelligence.com/email > -- > > -- > 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. > > >
Re: [rt-users] Handling a ticket that contains MANY comments....
Or use the child ticket functionality? Though that will increase the number of tickets in the system. Steve Anderson From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@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? This email has been scanned by Netintelligence http://www.netintelligence.com/email 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.
Re: [rt-users] Handling a ticket that contains MANY comments....
On Fri, Apr 22, 2011 at 10:32:31AM -0400, Chris Hall wrote: > 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? We actually open a child ticket for each person to keep the updates more compartmentalized. That works pretty well. Cheers, Ken
[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?
