12-21-2013 11:44 PM
I have an issue.
Sometimes we have unexpected holiday that is not in the calendar. When I add it to the holiday table, the problem is that the tickets/SLAs are not updated. What we need to do is to update all the open tickets so that the clock is reflected.
What can I do about it?
Has anyone faced the same issue?
Please let me know.
03-05-2014 08:22 AM
We have the same issue.
I know is 'around this',
Open Database manager ->
(which form) ? ->
(which Table) ? ->
x Administration mode ->
but can some charitable old soul please explain how can i mass update all opened ticket?
03-05-2014 11:01 PM
It is not recommended option to mass update all the existing tickets as his might lead to huge event-out and notifications, depending on tikes and customization in your environment. Also do not feels that mass update of problem tickets or sla records will help.
Any way if you are sysadmin and mass update is enabled in operator profile or corresponding fc then just search the table using db and you will get the mass update visible. OR check 'Administration mode' box in db before search of table.
03-05-2014 11:42 PM
What I think is to create a script & execute it from script library... The SLA will be updated but no eventout will be created & no notifications will be sent.
03-06-2014 06:54 AM
Well, that's well put, i do not want eventout, and notifications sent again... :)
I do not want to mass update all the existing tickets, only the ones that are 'open' or with a status that have associated a running SLA so they 'read' get updated with the new holidays... does that make sense(?)
Can you give some clue to start from script library?