Closing, reassigning, or deleting tickets with the ticket maintenance wizard

As an administrator, you can use the ticket maintenance wizard to maintain the list of tickets.

Based on ticket user, match pattern, and range of tickets and days, you can perform the following actions:

• Close tickets
• Reassign tickets
• Delete tickets

If a system has multiple open tickets, you can use the wizard to close or delete multiple tickets simultaneously rather than doing it manually. You might do this, for example, if one or more users are not closing their tickets, or if Keep Data is set to a high number. 

To close a group of tickets

Follow these steps to close a group of currently open tickets on the system:

1. Navigate to Tickets > Config > Maintenance.
2. Select Close and click Start.

3. Set the parameters and click Next:

   Parameter	Description
   Match Ticket User Name	User filter on which to perform the operation
   Span Days (SPE2204)	Number of days for the action to span from the current date Enter a number from 0 to 500. A value of 0 means all days.
   Optional Match Keyword	One or more space-delimited keywords to match in the ticket text You can use wildcards.

4. Enter a resolution or comment (up to 1,024 characters).
5. Select a resolution and click Insert to add it to the beginning of the resolution or comment text.
   For more information about the ticket resolution text, see Editing-ticket-parameters.
6. Click Next.
7. Click Finish to complete the ticket operation.

To reassign a group of tickets

Follow these steps to assign a group of tickets to another user:

1. Navigate to Tickets > Config > Maintenance.
2. Select Reassign and click Start.

3. Set the parameters and click Next:

   Parameter	Description
   Match Ticket User Name	User filter on which to perform the operation
   Match Ticket State	Current state of the tickets
   Span Days (SPE2204)	Number of days for the action to span from the current date Enter a number from 0 to 500. A value of 0 means all days.
   Optional Match Keyword	One or more space-delimited keywords to match in the ticket text You can use wildcards.

4. Select a New Ticket Assignee and click Next.
5. Click Finish to complete the ticket operation.

To delete a group of tickets

Follow these steps to delete a group of tickets:

1. Navigate to Tickets > Config > Maintenance.
2. Select Delete and click Start.

3. Set the parameters and click Next:

   Parameter	Description
   Match Ticket User Name	User filter on which to perform the operation
   Match Ticket State	Current state of the tickets
   Span Days (SPE2204)	Number of days for the action to span from the current date Enter a number from 0 to 500. A value of 0 means all days.
   Optional Match Keyword	One or more space-delimited keywords to match in the ticket text You can use wildcards.

4. Click Finish to complete the ticket operation.