Incident IQ allows agents and administrators to quickly and easily assign, edit, work, and close multiple tickets using "bulk operations." These options are quality-of-life time savers designed for efficiency.
Note: Users with read-only access to a ticket cannot use bulk operations.
Bulk Action “Select All”
You can select all tickets to perform a bulk update, including tickets on additional pages.
Select the checkbox above the ticket list.
Click Select All at the top right of the ticket grid.
Note: The Select All option is permission-based. District admins must enable this option in permissions.
Selecting Multiple Tickets
Manual Selection: Use the checkboxes in the left-hand column to select individual tickets.
Range Selection: Select the first ticket in your desired range. Hold the Shift key and click the last ticket in the range. This automatically selects all tickets between the two.
Bulk Ticket Options
Once tickets are selected, the ticket options toolbar will appear. Actions available depend on your specific permissions.
Assigning Individual Users or Teams
Select the desired tickets.
Click the Assign button in the ticket toolbar.
Choose the agent or team.
Click Update.
Unassigning Individual Users or Teams
Select the desired tickets.
Click the Assign button in the ticket toolbar.
Check the Unassign checkbox.
Click Update.
Working on a Group of Tickets
Similar tickets can be worked on at once, applying the same resolution actions and status updates to the entire batch.
Select the desired tickets.
Click the Work button in the ticket toolbar.
Important: Tickets with different hardware models or online systems cannot be worked on together. If you select incompatible tickets, the system will alert you and offer to remove them so you can continue with the rest.
Resolution Actions:
Confirm the issue and choose a resolution action.
Time entered is split evenly among all tickets in the batch.
Example: If you enter “Diagnosed Issue” and log 40 minutes for four tickets, the system logs 10 minutes for each ticket’s resolution action.
Labor, Comments, and More:
If parts are active in your district, you can attach parts here. Each part/quantity applied is reflected across all selected tickets (e.g., attaching two of the same part adds two to each ticket).
Use the Add a comment field to comment on all selected tickets.
Choose the ticket status and visibility settings (visible to requester), then click Update.
Other Bulk Options
After selecting tickets, click Other on the action toolbar to access the following:
Add Tag
Action: Select Other > Add Tag.
Note: Tags are created by district Administrators.
Adding Tickets to a Work Package
Action: Select Other > Add to Work Package.
Process: Choose to add to an existing work package or create a new one. Click Update to finalize.
Assigning and Unassigning SLAs
Action: Select Other > Assign SLA or Remove SLA.
Changing Issue
Action: Select Other > Change Issue.
Process: Select from the issue categories available to the model of your selected tickets. Click Update to finalize.
Change Status
Action: Select Other > Change Status.
Process: You can select all default ticket statuses except for "Deleted." Click Update to finalize.
Create View
Action: Select Other > Create View.
Process: Select the desired tickets, name the view, and click Update. The view will appear in the left-hand navigation bar.
Delete Tickets
Action: Select Other > Delete Ticket.
Confirmation: A pop-up window will ask you to confirm deletion.
Permissions: Available to iiQ Administrators by default and Agents with "Delete Ticket" permission.
Duplicating Tickets
Action: Select Other > Duplicate Tickets.
Options:
Set the number of copies.
Assign to a Work Package (optional).
Copy the original Requestor.
Copy the original ticket priority.
Run ticket creation rules.
Send new ticket emails to appropriate users.
Finalize: Select Duplicate.
Follow and Unfollow
Action: Select Follow or Unfollow from the toolbar.
Safety: The two options are separated to avoid misclicks. A two-step "Are you sure?" modal appears to prevent accidental changes.
Generating a PDF
Action: Select Other > Generate PDF.
Options: Choose between a single combined PDF or individual PDFs for each ticket.
Set/Remove Due Dates
Prerequisite: Users must have permission to update Due Dates.
Set: Select Other > Set Due Date. Choose the date format in the Type field, click Update Tickets, then Apply Changes.
Remove: Select Other > Remove Due Date.
Note: The Due Date column must be added manually from a ticket view. Each ticket’s Timeline section will reflect the change in due date.
Running Shortcuts
Action: Select tickets with the same issue. Click Other > Run Shortcuts. Select the desired shortcut.
Set Priority
Action: Select Other > Set Priority.
Process: Select from the four default priority levels or assign a numerical priority. Click Update.
Action: Select Other > Print.