This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Troubleshooting bulk updates issue in the Shared Ticket Console

You can perform bulk updates for multiple tickets in the Shared Ticket Console. By using a transaction ID, an administrator can diagnose the tickets that are not successfully updated.

Issue symptom

In the Shared Ticket Console, when you perform a bulk action on multiple tickets, such as flagging, unflagging, or assigning an agent to tickets, some tickets are not updated, and the following message is displayed:

Failed records

Issue scope

When you perform a bulk action on multiple tickets, some tickets are not updated.

Resolution

  1. Copy the transaction ID of the failed bulk update.
  2. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
  3. Click Applications > ITSM Application.
  4. On the Records tab, select Application error log, and click Edit data.
    application error log.png
  5. Enter the transaction ID of the failed bulk update and search.
  6. Click Display ID.
  7. In Edit Record, view the Error details of the tickets that failed the update.
    image2022-12-22_20-27-8.png

 

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