[rt-users] the best method to update "Resolved Time"

[Payam Poursaied]

Hi all

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

 

Any advice is appreciated

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20130124/d23e3831/attachment.htm>