[rt-users] Help Resolving Incorrect Ticket Merging
Hello everyone, First of all, yes, I'm totally aware of the big glaring warning that clearly states Warning: merging is a non-reversible action! Enter a single ticket number to be merged into. And yes, I'm about to go overboard on very explicit security permissions for my guys. However, I'm now facing a stupid situation all thanks to an intern who thought he'd problem solve himself, and he accidentally merged a sub-ticket of an ongoing case that is completely unrelated to what he was trying to do. Now, I have a simple ticket that was *supposed* to be a purchasing request, and now he's managed to merge the data in error. How can I sort this issue out, even if I have to do it by hand? I have SQL experience (my backend DB), so I'm not afraid from that respect, but since I'm still fairly newish to RT, so I hesitate at just hunting via SQL queries and trying to update the info without guidance. *Side thought: Why are there so many non-reversible actions in RT? Another example are ticket comments, which now at this point have a ton of awful typo's, but we're forced to roll with it because there's no way to correct the typo*. Thanks for the help, and sorry if I sound a bit heated at the moment. Sean -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Help Resolving Incorrect Ticket Merging
On 05/16/2014 05:08 PM, Sean Snell wrote: However, I'm now facing a stupid situation all thanks to an intern who thought he'd problem solve himself, and he accidentally merged a sub-ticket of an ongoing case that is completely unrelated to what he was trying to do. Now, I have a simple ticket that was /supposed/ to be a purchasing request, and now he's managed to merge the data in error. How can I sort this issue out, even if I have to do it by hand? I have SQL experience (my backend DB), so I'm not afraid from that respect, but since I'm still fairly newish to RT, so I hesitate at just hunting via SQL queries and trying to update the info without guidance. Assuming tickets 17 and 42 were mistakenly merged: UPDATE Tickets SET EffectiveId = id, IsMerged = NULL WHERE id IN (17, 42); Leave off the IsMerged column if you're still on 4.0. Note that this will _not_ undo new requestors/ccs/adminccs added to the merged-into ticket. You will need to adjust those by hand in the web UI. /Side thought: Why are there so many non-reversible actions in RT? Another example are ticket comments, which now at this point have a ton of awful typo's, but we're forced to roll with it because there's no way to correct the typo/. Comments went out in email when they were made; you cannot go back and edit the typos in them. RT simply records the history as it happened. - Alex -- RT Training - Dallas May 20-21 http://bestpractical.com/training
