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Bulk close tickets


jhiggins
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Hi @jhiggins

When you select more than one request you should see this icon appear

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Provided that the requests you have selected have a status of resolved, you should see this.

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If you don't see this or the options that you are looking for, you may need to turn this setting on in Administation

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When you select more than one request in the list you may find that sometimes this Multi-Action button is not visible.  This is because there are some controls to stop you closing requests that belong to different services.  You can create a View or use the Advanced search to narrow the results down to a particular service and do the bulk closing a service at a time.

When selecting requests in the list you can also use the Shift Key on your keyboard to select multiple requests.  Click on the top request, hold the Shift Key, click on the bottom request, and all the requests in between will be selected.

With this number of requests in a resolved state it might be worth looking at BPM options for automatically setting to closed after a set time.  

Hope this helps. Let us know if you have any questions.

Regards,

James 

 

 

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Reading again... 19k requests that need closing.  The process above may be time consuming to get this done, but less risky as it  will check for things like incomplete tasks.  Any automation or backend attempt would be risky as you might close a lot of requests that still have some unfinished work that you are not aware of.

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Hi @jhiggins

It does allow for more than 2, you just need to make sure that the requests within your view are from the same Service.  Using the Advanced Filter select a particular service and on the results try selecting more.  

https://wiki.hornbill.com/index.php/Multi-Select_Actions
 

The documentation also suggests that they must be of the same type of request, for example Incidents.

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From experience they don't seem to need to be of the same type but there seems to be a limit of 50 at a time, at least that's how many I've been able to select from the list. BTW Shift+Click works so click top item and shift+click a bit down in list makes it a bit faster to go through many items.

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@Darren BRay - just a suggestion, if it was me, I would look into integrating some sort of autoclosure mechanism into your processes to ensure requests are closed at some point (if this is not done manually by the user). To ensure you won't be in a similar situation in the future as manually closing 19k requests is definitely not a fun exercise.

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@James Ainsworth

Thanks for all the support on this, and unfortunately this is an inherited situation, and we are definitely cleaning this up, and finding a way to ensure that we keep it maintained in the future.

It looks like we do have a limitation on the bulk update you have recommended being limited to 50 tickets. Getting through 19k records in this way is just not feasible.

I am confident with SQL, and very confident we have not been using any workflows or back end processes. For us this is a simple ticketing system at the moment.

Can you advise how I could go about updating the status I assume through an SQL query?

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@Darren BRay - no, no SQL query. It is not as simple as updating a record in one table, there are many relations between records in various tables so running a query on one table will most likely cause more issues. One of our Hornbill Product Specialists can assist in bulk closing the requests safely, I suggest raising a request in this regard on our customer success portal: https://success.hornbill.com/hornbill/

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