User Guide: Bulk Status Update

Overview

The Bulk Status Update feature allows you to update the status of multiple tickets at once, helping you save time and manage tickets more efficiently.

---

How to Access

1. Go to your ticket list view
2. Select one or more tickets using the checkboxes
3. Click on the Action dropdown
4. Select Bulk status update

---

How to Use

Step 1: Select Tickets

• Choose all the tickets you want to update
• Ensure that all selected tickets belong to the same status schema

---

Step 2: Open Bulk Status Update

• Click on Action → Bulk status update
• A modal will open

---

Step 3: Select New Status

• Choose the desired status from the dropdown
• The list of statuses shown will depend on the current state of the selected tickets

---

Step 4: Add Comment

• Enter a comment explaining the reason for the status change
• This step is mandatory and required to proceed

---

Step 5: Update Status

• Click on Update Status to apply the change
• All selected tickets will be updated together

---

Important Behaviours

Status Availability

• If tickets are in a Closed state, they can only be moved to an Open state
• For tickets in other states (Open, Blocked, Acknowledged), you can select any available status within the same schema

---

Status Schema Requirement

• All selected tickets must belong to the same status schema
• If they do not, the system will prevent the update and prompt you to refine your selection

---

Partial Match Information

• If some selected tickets already have the chosen status:
  • You will see an informational message
  • You can still proceed with the update
• After completion, all selected tickets will reflect the selected status

---

After the Update

• All selected tickets will be updated to the chosen status
• Your action will be recorded for tracking purposes
• A summary of the update will be sent via email

---

Key Notes

• Bulk updates apply the same status to all selected tickets
• Adding a comment is mandatory for every update
• The update will only proceed if all conditions are met
• This feature helps streamline large-scale ticket management