Perform actions on multiple tickets
Use bulk actions to apply a set of changes to multiple tickets at once. For example, you can use a bulk action to escalate all open, unassigned, urgent priority IT requests for laptop repairs.
Create a new bulk action
Before you apply a bulk action, create the bulk action that defines what change will be made to the ticket. After you create a bulk action, you can apply it at any time. You can also share the bulk action so that other techs can apply it.
- Log on to Web Help Desk as an administrator.
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Click Tickets.
- In the menu bar, select a ticket tab—for example, My Tickets or Group Tickets.
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Scroll down to the bottom of the screen and locate the Bulk Action box.
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Click [+] next to Bulk Action.
- In the Bulk Action Details screen, specify values in the fields that you want the bulk action to change. Leave all other fields blank.
- In the Save Bulk Action as field, enter a name for this bulk action.
- (Optional) Select Shared to share this bulk action with other users.
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Click Save.
The saved bulk action will be listed in the Bulk Action drop-down menu in the Tickets screen.
Edit a bulk action
- Log on to Web Help Desk as an administrator.
- Click Tickets.
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In the menu bar, click the appropriate ticket screen.
The Ticket screen updates with the tickets for your selected ticket view.
- Click the Bulk Action drop-down arrow and select the bulk action you want to edit.
- Click the edit
icon.
- Update the appropriate fields in the screen as required.
- Click Save to save your template.
Apply a bulk action to a group of tickets
After you create a bulk action, you can apply it to a selected a group of tickets.
- In the toolbar, click Tickets.
- In the menu bar, select a ticket screen, or select Search Tickets and search for the tickets you want to change.
- Select the tickets that will be affected by the bulk action.
- To select all tickets on the page, select the check box above the first column.
- To select individual tickets, select the check box in the first column of each ticket row.
- Below the list of tickets, select an option from the Bulk Action drop-down menu.
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Click Run to apply the bulk action.
A message summarizes the changes that will be applied to the selected tickets
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Click OK.
A message states that your action was applied to your selected tickets.