Performing bulk actions or single row actions in Ticket Console

As an IT Agent, save time and effort by using the Shared Ticket Console to perform multiple actions from one console. Access multiple ticket types such as incidents, problems, and changes from a single console. Additionally, use the Shared Ticket Console to perform bulk actions such as assigning, following, or unfollowing a ticket.

Before you begin

Make sure your administrator has set the value of CCS parameter enableSharedTicketConsole to true in Centralized Configuration as described in the Setting-configuration-parameters-in-BMC-Helix-ITSM topic. For more information, see Enabling and customizing the Shared Ticket Console.

Permissions required to perform bulk actions or single row actions

You need the following permissions to perform bulk actions or single row actions. For more information about roles and permissions, see Roles-and-permissions.

Ticket type	Permission	Bulk actions			Single row actions
Ticket type	Permission	Flag / Unflag	Change assignment	Update status	Flag / Unflag	Edit	Assign to me
Incident	Incident Master / User	✅️	✅️	✅️	✅️	✅️	✅️
Change	Change Master / User	❌️	✅️	✅️	❌️	✅️	✅️
Problem / Known error	Problem Master / User	❌️	✅️	✅️	❌️	✅️	✅️
Release	Release Master / User	❌️	✅️	❌️	❌️	❌️	✅️
Work order	Work order Master / User	✅️	✅️	✅️	✅️	✅️	✅️
Task	Task User / Administrator / Manager	❌️	✅️	❌️	❌️	❌️	✅️
Task	User with Master or User permission to the associated ticket	❌️	✅️	❌️	❌️	❌️	✅️
Activity	Release Master, Release User, or Activity User	❌️	✅️	❌️	❌️	❌️	✅️

To perform bulk actions on tickets

Perform actions on multiple tickets, such as Flag, Unflag, Follow, and Unfollow, at one time. By default, bulk actions can be performed on a maximum of 50 tickets, except for Open in new tab, Relate tickets, and Relate assets, which have a maximum of 10 tickets. To check the permissions you need to do bulk actions, see Permission required to perform bulk actions.

Important

When you try to perform bulk actions for the tickets, you can view only the out-of-the-box fields in the respective bulk action windows. From version 23.3.03, you can customize the corresponding bulk action views to add any custom fields.

Bulk update2.png

Open the ticket console.
Select multiple tickets for bulk action.

Perform one of the following actions on the selected tickets:

Bulk action	Description
Follow	Follow multiple tickets to monitor the activities or updates on them.
Unfollow	Stop following multiple tickets.
Flag	Prioritize multiple tickets by flagging them. You can flag only Incidents or Work orders.
Unflag	Unflag any tickets that are no longer a priority.
Assign	Assign multiple tickets to the assignee.
Update status	Perform bulk status updates for the following ticket types: Incident Problem Investigation Known error Change Work order You can update the status of multiple tickets in bulk if the tickets meet the following requirements: The tickets must be of the same ticket type. For example, all the tickets are incidents. The tickets could have similar status or different status. Change request tickets must have similar status and must follow the same process flow. In the following scenarios, the Update Status link is unavailable, and you cannot update the status of the selected tickets: Change requests are undergoing review. For example, the tickets are in the Request for Authorization or Request for Change status. All or one of the selected tickets is in the Closed status. When you select multiple tickets for status update, some of the details of the first ticket are copied to the remaining tickets. For example, if you select multiple incidents, the resolution categorization, and product categorization details of the first incident are prepopulated in the remaining incidents. Important: When you update the status of a problem investigation to Complete and Status reason to Known Error, you need to manually create a known error and relate it to the problem investigation. Make sure the assignment details in a problem investigation are updated before you update the status of problem investigations to Assigned.
Relate tickets	Perform bulk relate tickets for the following ticket types: Incident Problem Investigation Known error Change Work order Release You can create relationships for multiple tickets in bulk. The selected tickets must be of the same ticket type. For example, all the selected tickets are incidents. You can relate one ticket to many tickets, you can relate multiple tickets to one ticket, or you can relate more than one ticket to multiple tickets by using this bulk action. In the following scenarios, the Relate tickets link is unavailable, and you cannot relate the selected tickets: All or one of the selected tickets is either a service request, or Activity, or Task. Tickets selected are of more than one ticket type. In the following scenarios, you get a error message, when you try to bulk relate tickets: When you select multiple tickets in the ticket console and in the Relate tickets window, and then select any of the previously selected tickets in the ticket console, you get an error as the relationship cannot be created to the same ticket. For example, you select CRQ001, CRQ002, and CRQ003 in the ticket console and click Relate tickets link. In the Relate tickets window, you search and select CRQ004, CRQ005, and CRQ002. You select the relationship type and save the ticket. You get the following error, as CRQ002 is selected twice: Both the instance IDs or both the request IDs can't be same while creating the relationship. (51135) If one of the selected change tickets is pending for approval, you get the following error: Error (222375) One or more of the change requests selected is pending for approval. Please deselect such change requests to proceed further. Important: If you have only submitter or viewer permission, you will not be able to relate the ticket. If you do not have the relevant permissions to view a ticket in the ticket console, you will not be able to relate the ticket.
Relate assets	Perform bulk relate assets for the following ticket types: Incident Problem Investigation Known error Change Work order Release Task You can create relationships to assets in bulk. The selected tickets must be of the same ticket type. For example, all the selected tickets are incidents. You can relate one ticket to many assets, you can relate multiple tickets to one asset, or you can relate more than one ticket to multiple assets by using this bulk action. You can search multiple configuration items (CI) at the same time by entering comma-separated CI names in the search box. While searching for CIs, you must enter at least three characters in the search box to find matching results. Based on the requirement, you can select all CIs listed in all pages of the search result. In the following scenarios, the Relate assets link is unavailable, and you cannot relate the selected tickets: All or one of the selected tickets is either a service request, or Activity. Tickets selected are of more than one ticket type. Important: If you have only submitter or viewer permission, you will not be able to relate the ticket. If you do not have the relevant permissions to view a ticket in the ticket console, you will not be able to relate the ticket to assets.
Open in new tab	Open multiple tickets in new tabs to view their details.

To perform an action on a single row

You perform actions on a single row of the ticket console. To check the permissions you need to do single row actions, see Permission required to perform bulk actions.

Open the ticket console.
Select a record in the grid.
Click .

Perform one of the following action on the ticket:

Single row action	Description
Flag	You can prioritize the ticket by flagging it. You can flag only Incidents or Work orders.
Unflag	If you don't need to prioritize the ticket unflag.
Assign to me	Assign the ticket to yourself.
Edit	When you click Edit, the ticket opens in edit mode on a particular PWA screen, such as incident, problem, or change. You can edit the details of the ticket and save it. Permission to edit a ticket is confirmed by the application when the ticket opens in an edit window.

To assign tickets

You can assign a single ticket or multiple tickets manually, by auto-assignment, or to yourself.

Select tickets that you want to assign.
Click Assign .

If you select multiple tickets to be assigned to a support group, the company of the ticket that you select first is always selected as the support company.
Important
If you have both the Change Coordinator and Change Manager functional roles, your name is displayed twice in the Update Assignment window. You can select any one row to assign the ticket.
Select values from Support Organization, and Support Group.
You can select Auto-assign to the best fit group, which assigns the assignee automatically, based on the configuration, or you can select Assign to me, which assigns the ticket to yourself.
Select assignee and click Assign.

Instructions for classic interfaces

View instructions for classic Smart IT

This topic describes how to work with tickets and knowledge articles in bulk.

To perform bulk actions on tickets and knowledge articles in Universal Client (UC)

In the universal client, you can perform actions on multiple tickets or knowledge articles at the same time. For example, in the Ticket Console, you can change the assignee, update the status, and follow multiple tickets in a single action. Select the check box next to a ticket or knowledge article, or, to select all of the table's contents, select the check box at the top left of the table.

Note

Bulk actions are unavailable for mobile clients.

When you select one or more items from the consoles, the following bulk actions appear:

Assign—Assign one or more of the selected items to an individual. If you are selecting this action for tickets, the tickets that you select must all be of the same type; for example, all work orders or all incidents.
Share—Share one or more of the selected items with members of a support group.
Follow—Choose one or more items for which you want to receive updates in the Dashboard.
Flag or unflag—Flag or unflag one or more of the selected items.

The following bulk actions are available on the Ticket Console only:

Link—Link tickets together, or link tickets to other records. For this action, the tickets you select must all be of the same type; for example, all work orders or all incidents.
Launch in new tab—Opens each selected ticket in a new tab. You must ensure that you have enabled pop-ups in the browser settings. If the pop-ups are blocked, instead of displaying all the selected tickets in new tab, the system displays only one ticket that you selected first, in a new tab.
Update status—Change the status of one or more tickets. For this action, the tickets you select must all be of the same type; for example, all work orders or all incidents.

After you perform a bulk action, the selected items remain selected so you can perform additional actions. Clear the check box in front of each item individually, or deselect all of the selected items.

Note

On the Ticket Console, when you select a single or multiple release tickets, the Update Status and Assign options that are displayed to perform bulk actions on the selected tickets remain disabled. You must open each release ticket to update their status and change their assignment.

To reassign multiple incidents in bulk

As the service desk manager, you must ensure that critical incidents are assigned so that they can be addressed and resolved in a timely manner. In talking with one of the service desk agents in your group, you determined that the agent is overloaded, and you need to transfer some of his high-priority tickets to another agent. You log on to the Smart IT universal client and open the Ticket Console to make the assignee changes.

You clear any active filters and add the appropriate custom filters to show all open tickets assigned to the overloaded agent.
You select three of the highest priority incidents and click the bulk Assign action.
In the Assign panel that slides into view, you select your group, choose the new assignee, and click Assign.
Because you plan to review the service agent's workload regularly, you save the filter settings as a preset.

To share multiple knowledge articles in bulk

As a service desk manager, you are looking for ways to help one of your support groups quickly resolve incidents related to a piece of infrastructure that has recently been reassigned to them. You decide to see if your knowledge base contains any knowledge articles that address the more common issues that arise. You log on to the Smart IT universal client and open the Knowledge Console to see what you can find.

You clear any active filters so that all of the knowledge articles are available in the console table, and then click the Filter icon to add a new filter.
From the list of available filters, you select Keywords, type the specific search term (router time out), and then press Enter.
The filter removes all of the knowledge articles from the table, except for five.
You open each of the remaining knowledge articles and visually scan their contents.
You realize that three of the articles relate directly to the router that the support group is having issues with, so you decide to share these articles with the group.
You click the check box beside the three articles, and then click the Share icon.
From the Share panel that slides into view, you select the support group, ensure that the names of all group members are selected, and then click Share.
An email window opens, showing the addresses of the support group members, which have been automatically added to the To field. A system-generated subject line has also been added, and the body of the email contains links to the knowledge articles.
You add a brief paragraph to the email note, providing some context for the links, and then click Send.

To update ticket status in bulk from the Ticket Console

On the Ticket Console, you can update the status of multiple tickets in bulk if the tickets meet the following requirements:

The tickets must be of the same ticket type.
The tickets could be in the similar status or different status.
Change request tickets must be in the similar status and must follow the same process flow.

In the following scenarios the link to update the status (the Update Status link) is unavailable, and you cannot update the status of the selected tickets:

Change requests or release tickets are undergoing review. For example, the tickets are in Request for Authorization or Request for Change status.
All or one of the selected tickets is in Closed status.
A task is in Staged status.

To update the status of tickets in bulk, perform the following steps:

On the Ticket Console, select the check box associated with the tickets that you want to update.
Click the Update Status link.
On the Update Status pane, select the status you want to set and specify the details.
Click Save.

To update values in the required field in bulk

On the tickets that you have selected to perform bulk updates, if all the tickets have value in a specific field that is marked as required, then while updating the status in the Update Status pane that field is not marked as required. For example, on the Ticket Console you select 5 problem investigation tickets. In all these tickets you have already specified value in the Target Date which is a required field. When you update their status in the Update Status pane, the Target Date field is not marked as required.

In another scenario, if one of the selected tickets does not have value in a specific required field, while other tickets have the value, then in the Update Status pane, the field is marked as required.

Whether a field is marked as required or not, you can still update the value. When you change the value, the older value is overridden with the new value.

To flag/unflag multiple tickets in bulk

In the Ticket Console, select the tickets that you want to flag or unflag.
Click the Flag/Unflag icon.
A drop down menu appears with Flag and Unflag options.
Select Flag or Unflag.
Mention an activity note for this action:
Click Save.
The selected tickets are flagged or unflagged based on your selection.