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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.
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
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?
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
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
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.
liam.bramwell
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.




Hi liam.bramwell,

Thanks for the feedback we already have this logged in as FR # 51894 in our system, I added a reference to this thread to the existing record for this Feature Request in our internal system so you can receive updates when and if it reached execution pipeline.



Best,

Maayan
Thank you

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