Performing Bulk Actions on Incidents

Bulk actions enable agents to efficiently perform the same action on multiple incidents at once. This article provides step-by-step instructions for performing bulk actions directly from the incident listing page.

Permission Requirements for Bulk Action:

To perform bulk actions, agents must have the appropriate team-level permissions.

Perform bulk actions on up to 50 incidents
Perform bulk actions for more than 50 incidents

These permissions can be enabled under Incident → Incident Properties in the system settings.

Bulk Action: Assignee

To perform bulk assignments or reassignments, agents must have the following permissions:

Assign Incident
Reassign an Assigned Incident

Agents can bulk-assign incident to another agent by following these steps:

Select incidents: Choose the incident you want to assign to an agent from the incident listing page.
Access Bulk Action Bar: After selecting the incidents, a bulk action bar will appear at the top of the listing page.
Select Assignee: Use the dropdown menu in the bulk action bar to choose the agent to assign the incidents.

Note: Only agents who belong to the team associated with the selected incidents will appear in the dropdown.

Apply Changes: Click the Update button to confirm the assignment.

Processing time depends on the number of incidents selected and may take a few seconds to a few minutes.

Bulk Action: Incident Status

To perform a bulk update of incident statuses, the following permissions should be considered:

Set Incidents to Completed Behavior: Required to update incident statuses to those with "Completed" behavior.

Steps to Bulk-Update Incident Status:

Select Incidents: Choose the incidents you want to update the status for from the incident listing page.
Access Bulk Action Bar: After selecting the incidents, a bulk action bar will appear at the top of the listing page.

Note: The status field in the bulk action bar will only be listed if the selected incident belong to the same team.

Select Status: Use the dropdown menu in the bulk action bar to choose the desired status for the incidents.
Apply Changes: Click the Update button to apply the new status to the selected incident.

Processing time depends on the number of incidents selected and may take a few seconds to a few minutes.

Bulk Action: Team

To perform a bulk update of incident teams, the following permissions must be considered:

Move Incidents to an Unassociated Team: Required to move incidents to a team the agent is not part of.
Move Incidents within Associated Assignment Groups and Teams: Required to move incidents within teams or assignment groups the agent is part of.

Note: Agents with the "Move Incidents to an Unassociated Team" permission can also move incidents to associated teams.

Permissions for Tag Updates:

Add existing tags to incidents: Agents can add existing tags while replying to the issue.
Create and add new tags to incidents: Agents can create new tags while replying to the issue.

Steps to Bulk-Update Incident Team

Select Incidents: Choose the incidents you want to update the team from the incident listing page.
Access Bulk Action Bar: After selecting the incidents, a bulk action bar will appear at the top of the listing page.

Note: Teams listed in the dropdown are based on the agent’s permissions.

Select Team: Use the dropdown menu in the bulk action bar to choose the desired team for the incidents.
Select Tags: In the reply editor, use the dropdown menu to choose or add existing tags to the incidents. Agents with permission to create new tags can also create and add new tags during this step
Update Incident Custom Fields and Reason: Mandatory custom fields are required, ensure they are updated; otherwise, the bulk action will fail.
Apply Changes: Click the Update button to move the selected incidents to the chosen team.

Bulk Action: Assignment Group

To perform a bulk update of assignment groups, the following permissions must be considered:

Move Incidents to Unassociated Assignment Groups: Required to move incidents to an assignment group the agent is not part of.
Move Incidents within Associated Assignment Groups and Teams: Required to move incidents within assignment groups or teams the agent is part of.
Note: Agents with the "Move Incidents to an Unassociated Assignment Group" permission can also move incidents to associated assignment group.

Steps to Bulk-Update Assignment Group

Select Incidents: Choose the incidents you want to update the assignment group for from the incident listing page.
Access Bulk Action Bar: After selecting the incidents, a bulk action bar will appear at the top of the listing page.

Note: The assignment group dropdown will only be listed if the selected incidents belong to the same team.

Select Assignment Group: Use the dropdown menu in the bulk action bar to choose the desired assignment group for the incidents.
Apply Changes: Click the Update button to apply the new assignment group to the selected incidents.