Resolving multiple issues at once

[Marianne Parris]

We have been using two issue tracking systems and trying to move over to Jira Service Desk exclusively for a while now and I was trying to resolve issues that were taken care of in the other system.  It would be nice to be able to take care of them at once (just marking them resolved) but I am not sure I see a way to do that and thought it was worth asking about.  Thanks for any help anyone can give me in this question!

[Jack Brickey · Accepted solution]

Hi @Marianne Parris and welcome to the community. There are a couple of options. First it sounds like you have the issues already duplicated in JSD, is that the case? If not then you could import them such that the status is retained from the original system. However, if they are already in JSD then we will need to take an “update the issue” path. If there are definitive characteristics of these issues that would allow us to perform a search in JSD resulting in only returning those issue that are to be marked as resolved then we can easily perform a bulk edit. Do you think it would be possible to create such a filter in JSD?

[Marianne Parris]

Yes.  We have had tickets created in both JSD and our other ticketing system but we have only marked the tickets resolved in our other ticketing system.  I am not sure we could come up with a filter to group them as all of them are  I was hoping that there was a way I could go through and choose the ones that have been resolved at one time and just edit the status of all of them at one time.  There are some that were created because of our users replying to the other ticketing system which is essentially duplicates of the original tickets and it was taking quite a bit of work to "merge" the tickets together.    

[Jack Brickey]

you can certainly do this but, if there are a lot, it will be painful. You basically use Bulk edit function. Here is my recommendation

1. First use Bulk edit to identify as many as you can based upon the Summary.
   1. construct a JQL filter in the Search issues view, e.g project = ABC and status != resolved and you will be presented the search filter results. Again, the closer you can get to excluding issue you don't need to look thru the better.
   2. select the bulk edit function by clicking the ellipses in upper right corner
   3. in the next screen start perusing the list and select as many obvious "resolved" issue as possible then click next and continue thru the process to set to "Resolved". Be sure to set the Resolution code to "Done" and I would recommend placing a comment like "issue resolved on our old system so mirroring that status."
   4. repeat this process until you get the the hard ones at which point you will need to compare side-by-side w/ your other system. 

Alternatively, if you have more resolved than not then work in reverse. But this time when you do the bulk update you should find the ones NOT resolved and select them. Then rather than change the status (as these are the open ones) set a unique label, e.g. "leave-alone". Now go back and update your original filter and exclude "leave-alone" and then bulk edit ALL of the issues in the new filtered list.

[Marianne Parris]

Sorry it took so long to respond to this question.  I was only able to do this today.  Thank you for the help Jake Brikey!  It worked just the way I needed it to.