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Feasibility to update tickets in Bulk like we update columns in an excel sheet

Absent Member.. vnarend Absent Member..
Absent Member..

Feasibility to update tickets in Bulk like we update columns in an excel sheet

Hi All,

we have a customer requirement to update the multiple fields of multiple tickets at a time, like we update columns in an excel sheet.

At this moment customer has to open each and every ticket and update and save, customer wanted to avoid this.

Thanks in advance,

VND

3 REPLIES
Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: Feasibility to update tickets in Bulk like we update columns in an excel sheet

You cannot modify the list view, but Mass Update functionality is native to the tool. The customer does not have to open and update the tickets one by one. If a user's profile for the module allows mass update*, and the Mass Update privileges are available (per the form level format control privileges), there are mulitple ways to mass update a list of records:

  1. Simple Update - displays the record format and allows the user to modify field values in that format.
  2. Template Update - Displays the Template fields and the user can update field values and apply changes
  3. Complex Update - allows the use of RAD expressions to perform complex mass update operations. This functionality should generally be limited to System Admins (and only if they have experience with RAD syntax). 

More information on Mass Update functionailty is available in the SM Help.

*In Codeless Mode/Process Designger modules, the Mass Update capability is included in the security role "Expert" rights.

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Absent Member.. vnarend Absent Member..
Absent Member..

Re: Feasibility to update tickets in Bulk like we update columns in an excel sheet

Hi John,

Thanks for your response. I can't use mass update functionality, as it updates same value in all the tickets.

In my scenario field values will vary from ticket to ticket.

Thanks,

VND

Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: Feasibility to update tickets in Bulk like we update columns in an excel sheet

In that case, I know of no way to do what you're asking other than exporting to an Excel spreadsheet, updating the values and them importing the spreadsheet using either the import utiltiy or Connect-It. There is not an interface in HPSM that would allow you to edit multiple records at ome time in a list view.

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