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Missing tickets since outage?

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Dale

18 Oct, 2011 07:29 PM

Hi There -

I came in this morning and Tender was being a little, well, tender. It was intermittently timing out. I was doing some reporting and did manage to get totals for last week from our various queues. Then, the whole thing went down for a bit (maybe 30-45 mins). When the site came back I went in to double-check a few things and it seems that there are tickets missing. For example, we have a queue titled "Facebook" which in the morning had 20 tickets for last week. When I went back in just now it only has 8.

Can you take a look and see if something happened to delete some of our tickets?
Thanks,
Dale

1. Support Staff 1 Posted by Courtenay on 18 Oct, 2011 11:08 PM

   

   Hey Dale,

   looking through the tickets and history now to see what's up.

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2. 2 Posted by Dale on 18 Oct, 2011 11:25 PM

   

   Thanks Courtenay - looking forward to hearing what you find!

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3. Support Staff 3 Posted by Courtenay on 18 Oct, 2011 11:34 PM

   

   Dale! sorry for the delay. I was up at 3am with hardware failure. However, I have good news! First, the issues are fixed. Second, I found where your facebook queue data went.

   This morning at 10:47am Nate bulk-edited the Facebook queue and removed all those discussions. Here are the discussions he removed from the queue:

   http://support.mog.com/discussions/general-support-issues/62339-fac... http://support.mog.com/discussions/questions/2155-just-for-you-and-... http://support.mog.com/discussions/general-support-issues/62433-joi... http://support.mog.com/discussions/questions/2194-auto-sharing-to-f... http://support.mog.com/discussions/general-support-issues/62502-re-... http://support.mog.com/discussions/questions/2198-no-facebook http://support.mog.com/discussions/questions/2213-mac-desktop-app-w... http://support.mog.com/discussions/account-questions/12-facebook http://support.mog.com/discussions/general-support-issues/62632-sha... http://support.mog.com/discussions/general-support-issues/62717-re-... http://support.mog.com/discussions/general-support-issues/62761-sta... http://support.mog.com/discussions/general-support-issues/62772-i-c... http://support.mog.com/discussions/general-support-issues/62783-how... http://support.mog.com/discussions/general-support-issues/62815-cre... http://support.mog.com/discussions/general-support-issues/62901-mog...

   Hope this helps,

   Courtenay

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4. 4 Posted by Dale on 19 Oct, 2011 12:00 AM

   

   Hey Courtenay -

   Sorry for your late-night (early morning?) today. I know that drill...

   Question. I manually run a "queue" report each week to show how many tickets we got for each queue and track changes over time.

   This morning when I originally ran the report, there were 20 in there - so they all appeared on 1 page. I use the day stamp on the right side to ensure I'm only grabbing stuff that falls in the week for which I'm reporting. This happened before Nate did his bulk move. So, the part I'm struggling with is that I would have looked in that queue - it would all have been on 1 page and yet somehow I included 12 that weren't within the Oct 10-16 week I was working on (Nate did the bulk move, but said he only moved ones that were OLDER than the week I was reporting on - and in looking through the links that you sent, it appears that's correct - they're all from the prior week.

   So, it seems weird to me that I would have made a mistake that involved me mis-identifying the dates of over 50% of the ones in that queue. I guess I"m asking - could the queue have been mis-reporting the dates such that originally, they were tagged as being within the week being reported on, but then later the dates were different?

   By way of example - the ticket below says in the interface that it was closed 12 hours ago (roughly 5:00 AM PST) but I can't find any item on the ticket (none of the customer's posts or our posts) that fall in that time frame.

   Can you help me understand why it says it was closed 12 hours ago?

   http://support.mog.com/discussions/questions/2326-facebook

   Thanks for your help!
   Dale

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5. 5 Posted by Dale on 19 Oct, 2011 12:14 AM

   

   Hey Courtenay - one other thing. Time stamps in general seem off. We just had this ticket show up: http://support.mog.com/discussions/catalog-requests/1597-catalog-su...

   But it says it came in this morning at 9:32 AM. We just watched it roll in the queue at it's after 5:00 PM here now.

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6. 6 Posted by Dale on 19 Oct, 2011 12:16 AM

   

   Hey Courtenay - sorry - not to dog pile on this ticket but we JUST saw this happen. We've been closing tickets all day - but check out the screen shot - it says every single one was closed 7 hours ago. The top one on the list was just closed a couple minutes ago.

   Something is clearly not right...

   • TenderAllDisc.JPG 161 KB
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7. Support Staff 7 Posted by Courtenay on 19 Oct, 2011 12:21 AM

   

   Yes, looks like our timestamps are off.

   We store everything as UTC then use the browser to adjust that for display. 7 hours accounts for pacific time offset.

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8. Support Staff 8 Posted by Courtenay on 19 Oct, 2011 12:42 AM

   

   OK, this should be fixed now. All the dates should be correct.

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9. 9 Posted by Dale on 19 Oct, 2011 09:42 PM

   

   Thanks for the follow-up Courtenay.

   Dale

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10. Courtenay closed this discussion on 20 Oct, 2011 12:27 AM.