Bulk Update Categories on All Tickets

 
Author
Message
SysAider
5
 
I've only recently enabled the third-level categories and have started adding them to existing categories. Where we don't have anything else to put in the third-category for a particular sub-category, I've added an "Other" entry.

I would like to easily backfill this "Other" entry to all previous tickets for those where the third-level category is now blank.

Is there a way to do this?

As an aside, I want to move a current Category to be Sub-Category of another Category, and use the existing Sub-Categories as third-level categories. Is there a way to do this?

We are using the cloud version.
SysAid Product Manager Community Manager
28
 
Hi liam.bramwell,
Yes you definitely can back fill category information by using our escalation rules, learn more about them here:
https://community.sysaid.com/help-page.htm?helpPageId=4794

Two important notes:
1. If you want to apply the escalation rule for a specific time period (i.e all tickets created before new category was created) the Query Builder will allow you that capability.

2. When bulk updating all the relevant tickets it will issue notification to all relevant roles per ticket, to deactivate the notification for a specific rule, contact our support and they will enable this for you.

Let us know how goes!
Cheers,
Maayan, SysAid Community Manager

This message was edited 1 time. Last update was at Nov. 04, 2021 04:49 PM

SysAider
5
 
Thanks, I think to get this to work, I can use the Query Builder to find all tickets where the third level category is empty, regardless of status, then create an "Action" using the Action Builder to set the third level category to "Other". Is this right?
SysAid Product Manager Community Manager
28
 
Hi liam.bramwell,
Yes you are right, all can be done through Query Builder but don't forget to contact our support in order to disable notifying all users for these change you will be initiating!
Cheers,
Maayan, SysAid Community Manager

This message was edited 1 time. Last update was at Nov. 07, 2021 01:04 PM

SysAid Wiz
1250
 
Hi Maayan,

thank you very much for your contribution. It is certainly an option to use the escalation rules for this, but not a nice, comfortable solution.

A bulk update for categories should be integrated in the view for Incident, Requests, Change and Problem.

We had also renewed the categories in the past and wanted such an option.

Maybe you can make a feature request out of it here.

best
Karlson
SysAider
5
 
Yes there should be an interface where you can select multiple tickets and bulk change the category, second level and third level just like you can with selecting multiple tickets and assigning them to a particular user or marking them as closed etc.