On Thu, Jan 24, 2013 at 01:45:42PM +0330, Payam Poursaied wrote:
One of my colleagues, moved thousands of resolved tickets to another queue
without
deactivating the On ChangeQueue-Set Status=NEW scrips. Thereafter
several tickets statuses
updated to new and he resolved them. This caused incorrect Resolved Time.
I know how to find the Tickets and their actual Resolved time through
Transactions table.
But I'm not sure about the best method to update Resolved field in
Tickets table for
affected tickets.
My Idea is to submit a comment over all tickets and describe the issue and
mention that the
resolved time of those tickets which are not consistent with their
latest transaction
history, has been updated manually and then update their Resolved time
manually through the
mysql
Sounds like you may want the Bulk Update, but keep in mind that it'll
trigger any scrips so you'll want to disable them this time before
using the Updated Resolved Time field.
You can also leave a comment from the bulk updater.
Don't do too many tickets at once or you might time out apache.
-kevin
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