The best method to update "Resolved Time"

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

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