Updating several tickets at once

Changing fifty tickets one at a time is unnecessary. Bulk update handles the routine cases, with two things worth knowing first.

Changing fifty tickets one at a time is unnecessary. Bulk update handles the routine cases, with two things worth knowing first.

Update several at once

1. Open a view containing the tickets.
2. Tick the checkbox on each ticket you want, or the one in the header to select the page.
3. Choose Edit above the list.
4. Set the fields you want to change. Anything you leave alone stays as it is.
5. Optionally add a comment, public or internal, which is applied to all of them.
6. Submit.

Two things to know

It only covers what is on screen

Selecting all selects the tickets loaded in that view, not every ticket matching it. For a genuinely large set, work through it in passes and check the count each time.

Triggers still fire

A bulk update is an update like any other. Every trigger that watches for the change you are making will run, on every ticket. Sending one comment to two hundred customers is a real possibility, and there is no undo.

When to use a macro instead

A macro can be applied in bulk too, and is the better choice when the change is one you make repeatedly. Bulk edit is for one-off tidying; a macro is for a routine.

See also

• What a macro is and when to make one
• What a view is and what you use it for