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.
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.
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. Holding the shift key down, click on the last ticket within the range you’d like to select. This will automatically check all boxes between the first and last checked tickets.
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 many actions.
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.
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.
Working a Group of Tickets
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 click on the Work button on the ticket toolbar.
Note: 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.
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.
If needed, you can easily add a comment to all selected tickets using the Add a comment field. 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.
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.
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.
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.
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.
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. Next, select whether you want one single PDF or individual PDFs for each ticket.
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.
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.
Setting Ticket Priority
You can change the priority of multiple tickets at once by selecting Other > Set Priority in the bulk ticket toolbar.
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.
Changing Ticket Status
You can change the ticket status multiple tickets at once by selecting Other > Change Status in the bulk ticket toolbar.
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.
Running Shortcuts
You can add shortcuts to multiple tickets at once. Start by selecting the tickets with the same issue on the left hand side of each ticket. Next, click on the Other button and then select Run Shortcuts. Here you will select which shortcut you would like to run for these tickets.
Create View
You can create a new view when bulk updating tickets. Select the tickets that you want to be under the new view. Click on Options > Create View. Next, name the new view. This view will automatically show up on the left hand navigation bar.
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.
