Performing Bulk Actions on Service Requests

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: Service Request Status

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

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

Steps to Bulk-Update Service Request 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 service request 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 service requests.

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

Bulk Action: Team

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

Permissions to Consider

Move Service Requests to an Unassociated Team: Required to move service requests to a team the agent is not part of.
Move Service Requests within Associated Assignment Groups and Teams: Required to move service requests within teams or assignment groups the agent is part of.
Note: Agents with the "Move Service Requests to an Unassociated Team" permission can also move service requests to associated teams.

Permissions for Tag Updates:

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

Steps to Bulk-Update Service Request Team:

Select Service Requests: Choose the service requests you want to update the team for from the service request listing page.
Access Bulk Action Bar: After selecting the service requests, 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 service requests.
Select Tags: In the reply editor, use the dropdown menu to choose or add existing tags to the service requests. Agents with permission to create new tags can also create and add new tags during this step
Apply Changes: Click the Update button to move the selected service requests to the chosen team.

Bulk Action: Assignment Group

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

Permissions to Consider

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

Steps to Bulk-Update Service Request Assignment Group:

Select Service Requests: Choose the service requests you want to update the assignment group for from the service request listing page.
Access Bulk Action Bar: After selecting the service requests, 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 service requests 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 service requests.
Apply Changes: Click the Update button to apply the new assignment group to the selected service requests.