Hi Aaron, I believe you can do this all in RT.
On Tue, Dec 1, 2015 at 2:33 PM, Aaron W. Swenson <aa...@grandmasfridge.org> wrote: > I'm sure this has been answered by someone somewhere, but my Google-fu is > not helping me. > > I have a few hundred tickets in a production system that I want to change > the status with some criteria a bit more sophisticated than RT (4.2.12) is > allowing me to do. > > The SQL I want to issue is: > > UPDATE tickets > SET status = 'noresponse' > WHERE status = 'open' AND told < '2015-11-01' > AND told > lastupdated; > > The last condition is the one I can't enter in RT. In your RT web interface, go to: Search -> Tickets -> New Search. The key here is knowing that "Last Contacted" is really "Told", or so I believe. >From a grep in the source directory: share/html/Elements/SelectDateType:<option value="Told"><&|/l&>Last Contacted</&></option> Once you get your search results, you can bulk update the status change. > Effectively, update the status of all tickets that are still open to > "noresponse", where the last update was us sending the requester an email. > > Is this safe? Nope. Don't perform update/insert/delete queries directly on the database. There are things like effective ticket id that your query doesn't handle. Scrips and things wouldn't fire either. Cheers, -m