Level: Major

Purpose: Report when a ticket in the Extenet ticketer has more than 1500 child tickets, which can have negative affects on the system

Scenario: Users have grouped too many tickets

Resolution: Notify Extenet that there are tickets that have a growing number of child tickets and should be closed before they affect the system

Manual Action Steps: Contact Extenet admins (currently Leo/Lea/Denny), to close the tickets before they become unmanageable by the system. To get the tickets, run the below query.

please remember to include the support@errigal.com group

select parent_id, count(*) as count 
from ticketer.ticket t where parent_id is not null 
and closed_date is null  group by t.parent_id 
having count > 1500;

Auto Clear: When Extenet close the affected tickets