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
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