Change Category of Multiple Tickets
Hi, I have close to about 200 tickets in our Support Desk that I need their category updated. Does anyone know if there is a way to update the category of multiple tickets at the same time rather than opening each and every single one? I was hoping there was something in the Choose Action section but Category is not in there. Thanks.
This can usually be done by a custom ticket rule from the wizard. The only protip is to run a backup before you do that so if something goes south you can go back to square 1. Custom Ticket Rule can be found at Admin > Service desk > settings > rules > Select the "affected queue" > New from wizard (if I am not wrong). The only thing is going to be to define a way to limit the affected ticket to only be those 200, but the wizard should help you.
Yeah, the ticket rule wizard is not going to help you…. If you are saying that you are able to identify what tickets need to be changed, first identify what Category ID you need to add to the HD_TICKET table, you can do that by creating a simple report, something like
SELECT * FROM HD_CATEGORY
once you have done that and got the category ID that you would like to set, you need to identify the tickets where the change is needed. You could do that in the SELECT statement by ID with a WHERE HD_TICKET.ID = 27 OR
HD_TICKET.ID = 28 etc etc that would mean you can use the TICKET_IDS array in the update and the you can simply set HD_TICKET.HD_CATEGORY_ID to the ID that you want.
Happy to jump on a call and help, it shouldn’t take long, just contact me through ITNinja