At Saturday 9/16/2006 11:49 PM, you wrote:
There was one reply to my question but there weren't any details on how
it was done or if it was actually what I was looking for.
I have a custom field that details customer profile names. Recently, a
profile name has changed and we need the change in RT to be retroactive
to any ticket created under the previous profile. Can I do this within
RT or will I need to run a mass update on the database?
Matthew,
You don't mention what version of RT you are running - if it's 3.6,
you can do this from the bulk update page.
If it's an earlier RT version, I'd strongly recommend not doing a
direct database update, unless you are absolutely sure you know the
RT database schema very well indeed. I find the best way to do this
kind of fix is a perl script that goes against the RT API. A sample
script that might get you started is at
http://wiki.bestpractical.com/index.cgi?Contributions (rt-adduser).
Steve
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