Troubleshooting bulk update issues 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.

Related topics

Performing-bulk-actions-or-single-row-actions-in-Ticket-Console

The following table provides the issue details and the resolutions:

Issue symptom

Issue scope

Resolution

The following error message is displayed:

Failed records

When you perform a bulk action on multiple tickets, such as flagging, unflagging, or assigning an agent to tickets, some tickets are not updated.

  1. Copy the transaction ID of the failed bulk update.
  2. Log in to BMC Helix Innovation Studio and click 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. Search for the transaction ID of the failed bulk update.
  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

The following error message is displayed:

Both the instance IDs or both the request IDs can't be same while creating the relationship. (51135)

When relating multiple tickets, you select the same ticket in the ticket console and the Relate tickets window.
For example, you select CRQ001, CRQ002, and CRQ003 in the ticket console and click Relate tickets. In the Relate tickets window, you select CRQ004, CRQ005, and CRQ002. 

Make sure that you do not select the same ticket in the ticket console and the Relate tickets window.

The following error message is displayed:

Error (222375) One or more of the change requests selected is pending for approval. Please deselect such change requests to proceed further.

When relating change request tickets, you select one or more change request tickets that are in a pending for approval state.

Make sure that the change request tickets you want to relate are not in a pending for approval state.

 

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