what kind of query did you run? It sounds like you ran it directly in the SQL tables. If that's the case, the tickets are left with an escalation date.
If you want to be "safe", you might consider (just as a thought) to use Generic Agent to open those tickets then use Generic Agent to close them again. Another option is to use a database query to set-to-zero all escalation times for those tickets. I can't be held responsible for your database as there isn't really any support for directly manipulating the tables. BACKUP FIRST your database before trying things, and please don't haphazardly do something because you see something on the Internet that you don't fully understand the implications. On Mon, Mar 24, 2014 at 11:03 AM, Leah Kelly <lke...@tenstreet.com> wrote: > Hi Gerald and anybody else who wants to offer a solution - > > I am continuing this thread here since the subject is more specific to the > problem. > > I found that the closed tickets in escalation are not locked, however I > found they are all related > to a an issue months ago when we had a problem with duplicates - > we ran a query that closed all these tickets (that were in escalation > already) to 'closed successful'. > >From the History tab, it doesn't even say they were closed, so I can't > run a generic agent on closed successful, > it does not pick them up. I have to query it by ticket first response time > reached more than 3 months ago. > This query (filter) captures all the tickets that are closed and in > escalation that I want to move. > > The problem now is that I can't seem to get them out of there without > deleting them. Since the 'Ticket Action' > in Generic Agent doesn't allow for an update regarding moving a ticket out > of escalation. > How can effectively accomplish getting these tickets not to show as > escalated? > > Thank you in advance! > Leah > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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