Updating closed tickets with ticket rule - Will it open or send emails
I have about 25000 tickets and about 1000 or so are miscategorized or one of our custom fields has the data in it set wrong. I want to go back and fix them and many are a pretty simple query like if Owner name is XXX then Category should by YYY and Custom Field 0 (Site) should be ZZZZ.
The question I have is, if I update the data in a closed ticket will it re-open it or send the owner and submitter an email. I do not mind if just the Owner gets the email and the ticket stays closed. I just do not want users to get flooded with a bunch emails about old tickets.
Thanks
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This depends entirely on the rules that you have configured for the queue. If you have rules that send an email on ticket change then they may send an email. - chucksteel 9 years ago
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