Bulk updates to tickets

[Lynne Aldridge]

Can anyone advise on how I can bulk assign / set categories and close tickets (if at all possible). We have a campaign going on that auto generates tickets and except for reporting on numbers we need to ensure we can deal with them quickly.

Thanks

[Steve Giller]

You can perform actions on multiple requests by using the checkboxes in the Request List View.

Assignment is one of the options, as is Resolve and Close - both of which have the option to set the Closure Category.

The option to set the Request Category is not, however, available.

[Lynne Aldridge]

Thanks so much for your reply. I can see this now in actions. Shame about not being able to chose the category also but this definitely helps. 

[Steve Giller]

1 hour ago, Lynne Aldridge said:

We have a campaign going on that auto generates tickets

If the Requests are automatically generated it may be possible to set the Request Category via the BPM Workflow, or by a Request Template if they are raised via Auto Responder, etc.