Create and Manage Bulk Actions for Tickets

In certain scenarios, you have to apply multiple actions to tickets. You can use the New Bulk Action feature to accomplish this task. You can only use user defined actions as bulk actions. Bulk actions can also be applied on the individual tickets from the Actions menu.

Follow these steps:

1. Log in to the Serviceaide Intelligent Service Management and navigate to MANAGE> ADMINISTRATION> Tools> Process Workflows.
2. Click Common Ticket Actions.
   The list of available system and bulk actions are displayed.
3. Click Add New Bulk Actions.
   A new bulk action is added at the top of the list. A configuration pane appears on the right side where you can configure the bulk action.
4. Configure the action as you configure the process workflow step.
5. Click Save Step. The bulk action is added to the list.
6. To configure a bulk action, hover the mouse over the bulk action, click the down arrow, and click Edit.
   Note: By default, the created bulk actions are in active state. To inactivate a bulk action, hover the mouse over the bulk action, click the down arrow, and click Mark Inactive.