[rt-users] Best way to mass update custom fields on old tickets

[Mike Patterson]

I'm recording people's department information as a ticket customfield 
from LDAP every time they create or update a new ticket (Like in the RT 
Essentials example).

Now I need to update that custom field for all of the old tickets.

Any suggestions on the best way to do this?

1) CLI - doesn't seem to support custom fields (yet).

2)  Make a dummy custom scrip and trigger it
*  (e.g.Scrip says: if transaction changes priority to 10 run update 
dept action),
* Use Query Builder to find all tickets (or do them in smaller batches)
* Click "update multiple tickets", set priority to 10
* The transaction should kickoff scrip and update dept for everyone (and 
maybe crash my server).

3) Multiple manual "Query Builder" search and update
* Dump ticket requestors (using Query Builder and save results to 
spreadsheet)
* run a ldapsearch query to return needed info
* sort results of query and run 1 Query Builder/Update multiple for each 
dept.

4) Custom perl script using API that can do a search, ldap query, and 
ticket update
* I'd love to see a basic example using the API to search and update 
tickets (that is aware of custom fields).

5) Something else?

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Mike Patterson
Systems Manager
UC Berkeley Extension