Bulk actions enable agents to efficiently perform the same action on multiple Service Request at once. This article provides step-by-step instructions for performing bulk actions directly from the service request 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 service request

• Perform bulk actions for more than 50 service request

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

Bulk Action: Assignee

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

• Assign service request

• Reassign an assigned service request

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

• Select Service Request: Choose the service request you want to assign to an agent from the service request listing page.

• Access Bulk Action Bar: After selecting the service request, 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 service request.

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

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

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

Bulk Action: Ticket Status

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

• Set service request to Completed Behavior: Required to update ticket statuses to those with "Completed" behavior.

Steps to Bulk-Update Ticket Status:

• Select service request: Choose the service request you want to update the status for from the service request listing page.
• Access Bulk Action Bar: After selecting the service request, 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 tickets belong to the same team.

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

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