I want to change the Status / Priority / Problem / Parent / Assignee of all the tickets of a particular person / Group. How can I do this?

Document ID : KB000024604
Last Modified Date : 14/02/2018
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Introduction/Summary: 

 

Sometimes we need to modify/change the Status / Priority / Problem / Parent / Assignee of all tickets in a list.

 

Background:

 

This document explains one way to accomplish this using "Edit in List".

Environment:

Windows/Unix, Service Desk 12.x, 14.x, Firefox/Internet Explorer/Chrome

 

Instructions: 

 

Here is one scenario

David Parker, an Analyst has left the company. Ticket(s) assigned to David have to be assigned to a different Analyst. This can be easily done using the following steps:

  1. Search for the tickets assigned to David (see Figure 1 to Figure 3):

    Figure 1:
    Screen Shot 2016-02-05 at 2.16.09 PM.png

        

        Figure 2:

         Screen Shot 2016-02-05 at 2.17.52 PM.png

 

         Figure 3:

         Screen Shot 2016-02-05 at 2.19.54 PM.png

     2. Click on 'Edit in list' button (see Figure 4):

         Figure 4:

         Screen Shot 2016-02-05 at 2.23.31 PM.png

     3. Fill the assignee field to Thomas, Alex (see Figure 5):

        Figure 5:
        Screen Shot 2016-02-05 at 2.24.28 PM.png

    4. Click on Change All button (Figure 6)

        Figure 6:

        Screen Shot 2016-02-05 at 2.24.52 PM.png

    5. The "Assigned to" column change to Thomas, Alex for all rows in the list. Now click on 'Save' button to save the changes (Figure 7 to Figure 8).
       

        Figure 7:

        Screen Shot 2016-02-05 at 2.25.06 PM.png

        Figure 8:

        Screen Shot 2016-02-05 at 2.25.17 PM.png

Note: The above can be done to change Status / Priority / Problem / Parent of a single ticket (or) all the filtered tickets.

Additional Information:

With "Edit in List" button you will be able to change/modify massively the fields mentioned in this document, and only for those items appears in a list returned by a search or from Scoreboard.

You may customize what is listed modifying the Search Filter.

More complex changes would may require to use pdm_extract/pdm_load.

See also:

TEC1267011
Changing group and contact information on call request tickets en-masse via db load commands

TEC1264004
How do I add the Group column to the Request List form for purposes of "Edit-In-List"? (useful to add the group field as an "Edit-In-List" action)