Update ticket information via database

[gecelann]

Hello!

I would like to know if there's an easiest way to update ticket information in agent ticket zoom via database?
Because after fetching emails from the email server, all of our closed and resolved tickets are currently change into open tickets
and it is 1000+ tickets. Is there a way that I can change ticket's state via mysql command?

I tried to update it in database, but it only updates in database not in agent ticket zoom view.
I already update ticket, and ticket_history but the state of the ticket is still in open ticket but when I view it in queue view the state is already closed.


Could you please help me where I can find the right table for ticket information in agent ticket zoom?
please help me to figure out this one. I really need it to update all the tickets. Please

[RStraub]

Please don't update via database.

For one, there's alot of dependencies, and also there's caching. The latter is probably your problem. Try deleting the cache and check again.

For such bulk actions, rather use a generic agent.

[gecelann]

Okay, noted!

Thank you so much!!

[OTRSRDNewbie]

Is there a way to input say 'June 24, 2016 1:06 pm' in a dynamic field text in Generic Agent. I tried in Generic Agent run a custom module. Its takes 5 minutes or more for it to reflect in the output of a search ticket output to csv.

I tried changing the ticket object itself. I'm not sure if its updating the database.