Bulk Change of Reporter on Closed Requests

[Trenton Finley]

So I am in a weird situation and am looking for answers. I am trying to clean up a bunch of orphan accounts where users have entered in a username for the reporter that is not the correct one (usually by tagging on the send to JIRA). I am wanting to delete these accounts, but I cannot as they have either created or commented on previous tickets.

The problem that I am running into is that I have to open every email, reassign it then search for the ticket to close it again. Is anyone aware of an apps or scripts out there to help make this easier?

Thanks in advance,
Trenton

[Ditte Simard]

Hi @Trenton Finley !

Do you know the username of all the reporters that you need to change?  If so, you can do a query to get all the issues reported by these folks and then do a bulk change to set the reporter to someone else.

Query would be:
"reporter in (user1, user2)"

Is this what you are looking for?

[Trenton Finley]

Thanks for the response. I have tried to bulk change the user but the problem is that they are all old tickets that have previously been closed, therefore I cannot change it until I reopen them.

[Ditte Simard]

Interesting.  Could you please screenshot the system message you get when you try to do the bulk change?  I am thinking it might be a permissions or workflow problem.

[Trenton Finley]

@Ditte Simard Actually, I am pretty sure it is a workflow issue, as anytime I try to change any field when a ticket is closed it will not let me. I have to open the ticket to change any field then reclose it. I am not sure what is the easiest way to fix this is. Any thoughts?

Thanks,
Trenton