How to multi-select tickets in kanban board and change their status + send email

Question

I'd like to help a technical support team automate some tasks on their kanban board.

Each ticket on the board corresponds to a technical problem reported by a user on a specific tool, but sometimes the technical team receives several tickets at once concerning the same problem on the same tool.

In this case, they'd like to be able to select all similar tickets at once (same tool and same technical problem), respond to them all in the same way (by sending a response e-mail to the user requesting the ticket), and then set all tickets to “completed” status at once.

Is this possible in Jira, and if so, is it necessary to use a plugin or an automation formula?

Thanks in advance for your help!

Nikola Perisic · Accepted Answer

Hi @Alexandrine DHOLLANDE

This has to be done with Bulk actions. Go to Issues of your project:

* Three dots > Bulk change issues > Edit Issues - search for the comment section and check it and also write your comment > Make the changes
* Bulk issues > Tranisition issues (your issues need to be preselected) and choose the Done status

If there are transitions in your workflow you would need to move your issues through transitions before you reach Done status.

For performing the bulk operation make sure that you have the Make bulk changes global permission.

Doreen Undiri · Accepted Answer

Hi Alexandrine ,

You can try using Jira's automation feature (if you are using JIRA CLOUD,or a version with jira Automation)  you can set up a rule that triggers when an issue is moved to a specific status, like "Ready for Bulk Update," and then finds related issues based on the same tool and problem.

The automation can transition all those matching issues to "Completed" and even send an email response to each user, using smart values to personalize the message. This allows you to handle similar tickets in a streamlined way.

Or,

you can use JQL and bulk operations as a more manual option. Use JQL to search for tickets with the same tool and issue, then select the results and perform a bulk transition to "Completed." While you won’t be able to send bulk emails directly this way, it’s a quick method to close out multiple related tickets at once.

If you need more Advance automation features you can use plugins

Dd

Dick · Accepted Answer

@Alexandrine DHOLLANDE  respecified her original question here. Both are best served using a scheduled automation, imho.