[rt-users] newbie queue managemnet question: bulk actions

[Bryon Baker]

You can also use the RT-crontool
/opt/rt4/bin/rt-crontool  --search RT::Search::FromSQL --search-arg "Put your search Query here" --action RT::Action::ChangeQueue --action-arg "Queue to change to"  --transaction last  --Verbos

Runs very fast and can handle all the tickets versus paging through however many tickets you have.

The search query can be built in the web interface when you are the the search tool select advance and then you can copy the query to be used for the RT-Crontool.

I use this method to move thousands of tickets when needed.

Good luck
Bryon Baker
Network Operations Manager
Copesan - Specialists in Pest Solutions
800-267-3726  .  262-783-6261 ext. 2296
bbaker at copesan.com
www.copesan.com
"Servicing North America with Local Care"

-----Original Message-----
From: rt-users [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ktm at rice.edu
Sent: Tuesday, October 07, 2014 11:27 AM
To: Karres, Dean
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] newbie queue managemnet question: bulk actions

On Tue, Oct 07, 2014 at 04:20:26PM +0000, Karres, Dean wrote:
> Hi,
> 
> I am still demo-ing RT as a replacement for our aging home-built ticketing system.  I currently have RT setup in parallel with our current system.  All in-bound messages are copied.  One goes to the active system and the copy goes to our RT test.  In order to not confuse our user base I have disabled the notification scripts that would auto-send messages back to the requestors.
> 
> In the last several days we have had a crush of items on a particular subject.  So many new tickets have been created that 1) I have created a new RT Queue for that topic; but, 2) the rush to move and address the tickets has not been able to keep up with the load.
> 
> I'm not sure what the best practice is here.  What I want to do is a bulk move of all "new" tickets in our general queue who's subject matches a pattern to another queue.  Is that something best handled as a special perl script?
> 
> Is that ability inside the TicketSQL language... but I'm not seeing it?  Something like an UPDATE operator that lets me change the queue name of tickets that match some other search criteria?
> 
> Dean karres


Hi Dean,

Do the search to pull up the correct ticket list and then use the Bulk Update to change their queue.

Regards,
Ken
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