Incident IQ allows agents and administrators to quickly and easily assign, edit, work, and close multiple tickets using multi-ticket options known as “bulk operations.” These options are designed to be quality-of-life time savers, allowing for more efficient use of your time. Please note that users who have read-only access to a ticket will not be able to use bulk operations.
Bulk Action “Select All”
You can Select All tickets to bulk update. This includes tickets on the additional pages. Select the checkbox above all of the tickets, and then click Select All at the top right of the ticket grid.
Please note that the Select All option is permission-based. District admins have to enable this option in permissions.
Selecting Multiple Tickets
This is the simplest and most intuitive bulk ticket operation, designed to allow users to change multiple tickets at once. Use the checkboxes in the left-hand column to select multiple tickets.
It is possible to select a range of tickets. Use the checkboxes in the left column and select the first ticket in your desired range. Holding the shift key down, click on the last ticket within the range you’d like to select. This will automatically check all boxes between the first and last checked tickets.
Bulk Ticket Options
Once you’ve selected a ticket, the ticket options toolbar will appear. When selecting multiple tickets, you can perform many actions depending on your permissions.
Assigning Individual Users or Teams
You can assign or reassign multiple tickets to an individual agent or a team of agents in bulk.
Select several tickets and click the Assign button in the ticket toolbar.
Next, choose the agent or team you wish to assign the tickets to and click Update.
Unassigning Individual Users or Teams
You can unassign multiple tickets from an individual agent or a team of agents in bulk.
Select several tickets and click the Assign button in the ticket toolbar.
Checking the Unassign checkbox will unassign an agent/team from this ticket(s).
Working a Group of Tickets
Similar tickets can be worked all at once, with the same resolution actions and status updates being applied to all the tickets in bulk. Check the tickets you want to work on and click on the Work button on the ticket toolbar.
Tickets with a different hardware model/online system cannot be worked together in bulk. When clicking on the Work button in these cases, the system will alert you that some tickets cannot be worked alongside the rest. You will be given the option to remove these tickets and continue working on the rest.
Like working on a regular ticket, you will need to confirm the issue on the ticket and choose a resolution action. When adding resolution actions to bulk tickets, keep in mind that the time entered for a resolution action will be split evenly among all tickets in the batch.
For example, enter “Diagnosed Issue” as a resolution action and input that it took you forty minutes for four tickets. It will log 10 minutes for each ticket’s resolution action.
If parts are activated in your district, you can attach a part in this section. Please note that each part and quantity applied will reflect on all selected tickets. If you attached two of the same parts in this section, two of these parts would appear on each worked ticket.
If needed, you can easily add a comment to all selected tickets using the Add a comment field. Finally, you will need to choose the ticket status and whether your actions will be visible to the requestor. Once you’ve selected, click Update to finalize working the tickets.
Other Bulk Options
There are many additional bulk actions that can be performed when bulk updating tickets. After selecting multiple tickets, select Other on the action toolbar to access the additional actions.
Add Tag
You may want to add tags to different types of submitted tickets, and you can do this in bulk. By selecting Other > Add Tag.
Tags are created by your district's Administrators.
Adding Tickets to a Work Package
You can add tickets in bulk to a new or existing Work Package by selecting Other > Add to Work Package.
In the pop-up window, you can choose whether you want to add the selected tickets to an existing work package or create a new one entirely. Once you have made your changes, click Update to finalize the ticket revisions.
Assigning and Unassigning SLAs
Using the bulk ticket options, you can assign and unassign SLAs to multiple tickets at once. In any ticket view, you can check one or more tickets to bring up the Bulk Ticket options. You can click on Other > Assign SLA or Remove SLA to assign or remove an SLA to all selected tickets.
Changing Issue
You can change the issue of multiple tickets of the same model type at once by selecting Other > Change Issue in the bulk ticket toolbar.
This will open up the ticket issue window. From here, you can select from the issue categories and related issues available to the model of your selected tickets. Once you have made your changes, click Update to finalize the ticket revisions.
Change Status
You can change the ticket status of multiple tickets at once by selecting Other > Change Status in the bulk ticket toolbar.
This will open up the ticket status window. You can select all default ticket statuses in Incident IQ from the list except for Deleted. Once you have made your changes, click Update to finalize the ticket revisions.
Create View
When bulk updating tickets, you can create a new view. Select the tickets that you want to be in the new view. Click on Other > Create View. Next, name the new view. This view will automatically appear in the left-hand navigation bar.
Delete Tickets
You can delete multiple tickets by selecting Other > Delete Ticket on any ticket. A pop-up window will appear asking you to confirm the ticket deletion.
This option is available to iiQ Administrators by default and Agents with the Delete Ticket permission enabled. If you cannot use this feature and feel this is in error, please get in touch with your district iiQ Administrator.
Duplicating Tickets
You can create multiple copies of one or multiple tickets by using the ticket duplicating feature. Check the ticket(s) you wish to copy and then select Other > Duplicate Tickets.
From here, you can:
Set the number of copies to create.
Assign the orders to a Work Package if needed.
Copy the original Requestor onto the new tickets.
Copy the original ticket priority.
Run the ticket creation rules that would run under the normal ticket submission process.
Send out new ticket emails that would go out to the appropriate users.
Once you have completed the setup, select Duplicate to finalize the process.
Follow and Unfollow
You are able to bulk Follow and Unfollow from any ticket view. Selecting Follow will add you as a follower of the selected tickets, and selecting Unfollow will remove you as a follower from the selected tickets.
The two options are not next to each other to avoid any misclick scenarios.
There is a two-step “Are you sure?” modal that appears in order to prevent accidental following/unfollowing.
Generating a PDF
You can create a PDF file of one or more selected tickets by clicking on Other > Generate PDF icon in the bulk options toolbar. Next, choose whether you want one single PDF or individual PDFs for each ticket.
Set/Remove Due Dates
Users granted permission to update Due Dates on tickets can set or remove Due Dates on tickets via bulk actions.
To set a due date for multiple tickets, check the tickets and then select Other > Set Due Date bulk option.
Select the due date format in the Type field drop-down and click Update Tickets.
Click Apply Changes to X tickets.
The due dates will appear under the Due Date column in the selected tickets.
So that you know, the Due Date column is not a default column. Just so you know, you will need to add this column from a ticket view manually.
Each ticket’s Timeline section will also note that the due date was set to the selected date.
The user can go through the same steps for removing due dates using the Remove Due Date bulk action.
Running Shortcuts
You can add shortcuts to multiple tickets at once. Start by selecting the tickets with the same issue on the left-hand side of each ticket. Next, click on the Other button and then choose Run Shortcuts. Here, you will select which shortcut you would like to run for these tickets.
Set Priority
You can change the priority of multiple tickets at once by selecting Other > Set Priority in the bulk ticket toolbar.
You can either select from the four default priority levels in the pop-up window or assign a numerical priority to your selected tickets. Once you have made your changes, click Update to finalize the ticket revisions.
You can print one or multiple tickets in bulk by selecting Other> Print in the bulk ticket toolbar.
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Deborah Prosser - Community Manager