I accidentally deleted a user from the k1000 and I have re added the user but I need to have a way to find all Assigned User - Unassigned tickets to a specific user.

Basically any ticket that has an Assigned User User Name of Unassigned, needs to be changed to a specific username. Is there a way to do this?

Also if I do an advanced search on our Tickets and I do a search for Assigned User User name - contains - Unassigned, it doesn't bring up any results even though there are many tickets with Unassigned as the user.
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Ok so like all ticket rules BE CAREFUL!!!!

I've done something similar like this for a client before.

Create a new rule. Don't worry about running on a schedule or anything, you'll only need it once.

You could use this as a select to find all the tickets with an owner un-assigned before a given date.

Make sure you also change your queue id to match.
SELECT *
FROM HD_TICKET T
WHERE T.CREATED < '2012-02-01'
AND OWNER_ID = 0
AND HD_QUEUE_ID = 17

Here's the update command. What i did in the example was assign them all to myself.
UPDATE HD_TICKET
SET OWNER_ID = (SELECT ID
FROM USER
WHERE USER_NAME = 'DCHRISTIAN')
WHERE HD_TICKET.ID IN (<TICKET_IDS>)



What i would do to test is add the following line to the bottom of your select.
and ID = {NUMBER OF A BAD TICKET HERE, NO BRACKETS}
If that works as expected you could do it for all the tickets in the queue.
Answered 02/23/2012 by: dchristian
Red Belt

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Thanks for the help, worked perfectly!
Answered 02/24/2012 by: callard
Senior Yellow Belt

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