Guide Overview

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

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

 

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. Bulk Ticket Operations
    1. Working Groups of Tickets
    2. Adding Tickets to a Work Package
    3. Duplicating Tickets
    4. Generating a PDF
    5. Changing Ticket Issue
    6. Setting Ticket Priority
    7. Changing Ticket Status
    8. Assigning and Unassigning SLAs

 

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 "bulk 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 bulk operations.

 

Selecting Multiple Tickets

This is the most simple and intuitive bulk 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 bulk.

Bulk_Multi_Select_1.png

[Return to Index]

 

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

[Return to Index]

 

Bulk Ticket Options

Once you've selected a ticket, the ticket options toolbar will appear. When selecting multiple tickets you can, depending on your permissions, perform the following actions:

  • Assign them to an agent and/or team
  • Work all tickets at once
  • Duplicate all selected tickets 
  • Add them to a work package
  • Set the Issue or Status
  • Change the Priority
  • Generate a PDF copy of all the selected tickets
  • Create a view of the selected tickets
  • Delete the tickets
  • Assign and unassign SLAs
  • Run Shortcuts that you have setup in bulk

Bulk_Ticket_Operation_Options.png

[Return to Index]

 

 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 bulk 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

[Return to Index]

 

 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 bulk. Simply check the tickets you want to work and select Work on the ticket toolbar.

Bulk_Work_Ticket_1.png

warning.pngNote: Tickets with a different hardware model/online system cannot be worked together in bulk. When clicking on the Work button in these cases, the system will alert you that certain tickets cannot be worked alongside the rest of the tickets. You will be given the option to simply remove these tickets and continue with working the rest.

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 bulk 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

 

[Return to Index]

 

 Adding Tickets to a Work Package

You can add tickets in bulk 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

[Return to Index]

 

 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

[Return to Index]

 

 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

[Return to Index]

 

 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 bulk 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

[Return to Index]

 

 Setting Ticket Priority

You can change the priority of multiple tickets at once by selecting Other > Set Priority in the bulk 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

[Return to Index]

 

 Changing Ticket Status

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

[Return to Index]

 

 Assigning and Unassigning SLAs

You can assign and unassign SLAs to multiple tickets at once using the bulk ticket options. When in any ticket view, you can check one or more tickets to bring up the Bulk Ticket options. From here, you can click on Other > Assign SLA or Remove SLA to assign or remove an SLA to all selected tickets respectively.

Assign_or_Unassign_SLA_Bulk.png

[Return to Index]

Was this article helpful?
0 out of 0 found this helpful

Comments

0 comments

Please sign in to leave a comment.