There are times you may want to be able to report on which tickets were affected by a custom ticket rule.
This is possible to get through a simple SQL query given that your CTR is set up to make a ticket comment for tracking purposes.
To set this up check off the box "append comment to ticket" and add a comment such as "ticket updated by rule #11"
The following sql code can be used to find ALL tickets affected by a ticket rule.
You should limit search results for large HelpDesks to limit impact.
Change the Rule name to the name of your HD rule.
SELECT * FROM HD_TICKET_CHANGE WHERE DESCRIPTION like '%Rule name%' ORDER BY TIMESTAMP DESC