Guide Overview

This article is designed to give administrators and agents with the appropriate permissions an overview on the following topics:

  • Using batch ticket operations when working, editing, deleting, duplicating tickets
  • Assigning tickets to work package
  • Working multiple tickets at once
  • Downloading data on a batch of tickets
  • Creating/copying a batch of tickets

Not what you were looking for? Perhaps one of these other guides will help:

  • Creating Custom Views - A guide that provides detailed step by step information on creating, editing, and deleting custom views for both your tickets and assets.
  • Navigating Tickets - A help guide that provides details on how to use ticket view filters as well as general ticket information.
  • Working Tickets - A guide designed to give users an overview of adding and editing resolution actions in tickets, commenting on tickets, accessing and editing general information on tickets, as well as assigning tickets to an agent.
  • Working with Assets - A help guide that provides details on types of assets, using filters when searching for assets, editing assets, and how to print asset labels.

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index simply use the "Return to Index" link located at the end of any section.

  1. Selecting Multiple Tickets
  2. Selecting a Range of Tickets
  3. Batch Ticket Operations
    1. Bulk Ticket Assignment
    2. Working Groups of Tickets
    3. Adding Tickets to a Work Package
    4. Duplicating Tickets
    5. Generating a PDF
    6. Changing Ticket Issue
    7. Setting Ticket Priority
    8. Changing Ticket Status

 

Introduction

Incident IQ allows agents and administrators to quickly and easily assign, edit, work, and close multiple tickets at once using multi-ticket options known as "batch operations." These options are designed to be quality-of-life time savers, allowing for more efficient uses of your time. Please note that users that have read-only access to a ticket will not be able to use batch operations.

 

Selecting Multiple Tickets

This is the most simple and intuitive batch ticket operation, designed to allow users to make changes to multiple tickets at once. To select multiple tickets simply use the checkboxes in the left-hand column to select the tickets you wish to group in a batch.

Bulk_Multi_Select_1.png

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Selecting a Range of Tickets

It is possible to select a range of tickets. To do so, use the checkboxes in the left column and select the first ticket in your desired range.

Bulk_Ticket_Select_1.png

Holding the shift key down, click on the last ticket within the range you'd like to select.

Bulk_Ticket_Select_2.png

This will automatically check all boxes between the first and last checked tickets.

Bulk_Ticket_Select_3.png

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Batch Ticket Options

Once you've selected a ticket, the ticket options toolbar will appear. When selecting multiple tickets you can:

  • Assign them to an agent and/or team
  • Work all tickets at once
  • Duplicate all selected tickets
  • Add them to a work package
  • Set a new SLA, Issue, Priority, or Status
  • Generate a PDF copy of all the selected tickets

Bulk_Ticket_Options.png

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 Bulk Ticket Assignment

You can assign or reassign multiple tickets to individual agent, or a team of agents, at once by selecting the Assign button in the batch ticket toolbar.

Bulk_Assign_Agent-Team_1.png

This will open up the bulk agent/team assignment window. Simply choose the agent or team you wish to assign the tickets to, and click Update to finalize your changes.

Bulk_Assign_Agent-Team_2.png

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 Working a Group of Tickets

Batches of similar tickets can be worked all at once, with the same resolution actions and status updates being applied to all the tickets in a batch. Simply check the tickets you want to work and select Work on the ticket toolbar.

Bulk_Work_Ticket_1.png

warning.pngNote: Updates will only be applied to tickets with the same hardware model/online system. Tickets with a different hardware model/online system can still be included within a batch, however, the updates will not apply.

Like working a regular ticket, you will need to confirm the issue on the ticket as well as choose a resolution action. When adding resolution actions to batch tickets, keep in mind that the time entered for a resolution action will be split evenly among all tickets in the batch.

For example, if you enter "Diagnosed Issue" as a resolution action, and input that it took you forty minutes for four tickets, it will log 10 minutes for each ticket's resolution action.

Bulk_Work_Ticket_2.png

If parts are activated in your district, you can attach a part in this section a well. Please note, each part and part quantity applied here will be applied to all selected tickets. This means that if you attached two of the same part in this section, two of these parts will appear on each worked ticket.

Bulk_Work_Ticket_3.png

If needed, you can easily add a comment to all selected tickets using the Add a comment field.

Bulk_Work_Ticket_4.png

Finally, you will need to choose the ticket status and whether your actions will be visible to the requestor. Once you've made your selection, click Update to finalize working the tickets.

Bulk_Work_Ticket_5.png

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 Bulk SLA Assignment

You can assign or reassign an SLA on multiple tickets at once by selecting Other > Assign SLA button in the batch ticket toolbar.

Bulk_Assign_SLA_1.png

This will open up a pop-up window. From here, you can select from the list of all SLAs currently stored in IIQ. Once you have made your changes, click Update to finalize the ticket revisions.

Bulk_Assign_SLA_2.png

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 Adding Tickets to a Work Package

You can add batches of tickets to a new or existing Work Package by selecting Other > Add to Work Package

Bulk_Assign_Work_Package_1.png

In the pop-up window, you can then choose whether you want to add the selected tickets to an existing work package or create a new one entirely. Once you have made your changes, click Update to finalize the ticket revisions.

Bulk_Assign_Work_Package_2.png

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 Duplicating Tickets

You can create multiple copies of one or multiple tickets by using the ticket duplicating feature. To do so check the ticket(s) you wish to copy and then select Other > Duplicate Tickets.

Bulk_Duplicate_Ticket_1.png

From here you can:

  • Set the number of copies to create.
  • Assign the orders to a Work Package if needed.
  • Copy the original Requestor onto the new tickets.
  • Copy the original ticket priority.
  • Run the ticket creation rules that would run under the normal ticket submission process.
  • Send out new ticket emails that would go out to the appropriate users.

Once you have completed setup select Duplicate to finalize the process.

Bulk_Duplicate_Ticket_2.png

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 Generating a PDF

You can create a PDF file of one or more selected tickets by clicking on Other > Generate PDF icon in the bulk options toolbar.

Bulk_Generate_PDF_1.png

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 Changing Ticket Issue

You can change the issue of multiple tickets of the same model type at once by selecting Other > Change Issue in the batch ticket toolbar.

Bulk_Change_Issue_1.png

This will open up the ticket issue window. From here, you can select from the issue categories and corresponding issues available to the model of your selected tickets. Once you have made your changes click Update to finalize the ticket revisions.

Bulk_Change_Issue_2.png

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 Setting Ticket Priority

You can change the priority of multiple tickets at once by selecting Other > Set Priority in the batch ticket toolbar.

Bulk_Set_Priority_1.png

In the pop-up window, you can either select from the four default priority levels, or assign a numerical priority to your selected tickets. Once you have made your changes click Update to finalize the ticket revisions.

Bulk_Set_Priority_2.png

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 Changing Ticket Status

You can change the ticket status multiple tickets at once by selecting Other > Change Status in the batch ticket toolbar.

Bulk_Change_Status_1.png

This will open up the ticket status window. From here, you can select from the list of all default ticket statuses in Incident IQ expect for Deleted. Once you have made your changes, click Update to finalize the ticket revisions.

Bulk_Change_Status_2.png

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