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Reply to multiple tickets without changing workflow / status

Joe B_

Hi there! I was wondering if there is a way to do a "bulk change" to a bunch of tickets, some are in "Waiting for Customer" and some are "Pending", and I'd like to just send a reply to all of them without changing their status or transitioning into a different workflow.

Thanks,

-joe

Accepted answers

All comments

Christopher Yen

Hi @Joe B_

Welcome to the community!

I believe from a filter/queue/results list you can use the multi select checkboxes and there is a bulk comment function

2025-05-19 12_04_50-Service Desk - Queues - Digital Workplace Queue - Service project - JIRA.png

Joe B_

Interesting! Our JSM doesn't have the check boxes in the filter view, nor do I see a comment/reply option... Maybe they're turned off by our JSM admins. Screenshot 2025-05-19 at 1.06.50 PM.png

David Nickell

Are you attempting to send a reminder to someone associated to the ticket such as the reporter or assignee? You may be able to use a filter subscription. Something like this...

Create a filter that identifies tickets. This sample JQL would pull back tickets that haven't been touched in 5 days. It also queries for "currentUser()" as the assignee.

resolution is empty and updatedDate >= -5d and assignee = currentUser() and status in ("Needs Triage")

Save the filter, and then create a subscription that runs daily as an example. Finally subscribe everyone who might be need this information. You could use any universe of users (from a specific list to predefined group).

If - AND ONLY IF - I am one of those lucky assignees when the subscription runs, will I get an email. And I will only see my issues

Hope this helps

Christopher Yen

@Joe B_ that's interesting... the checkboxes rolled out a while ago I believe, any chance you can try to login to Jira on an incognito window to see if it is just caching the old UI ?

I did find this article which also recommended using the checkboxes to select multiple work items
https://support.atlassian.com/jira-service-management-cloud/docs/add-comments-to-multiple-requests-at-the-same-time/

Joseph Chung Yin

@Joe B_

Welcome to the community. I agreed with what @Christopher Yen stated. If you don't see the option in your env, I would recommend that you should contact Atlassian Support (https://support.atlassian.com) for further assistance.

Question - Do you have access to all the projects where the issues are hosted? In addition, what is your role assignment for your site? Please advise.

Hope this also helps.

Best, Joseph

Izabela França

Hello, @Joe B_ !

You can use the multi select checkboxes in the queue view. I believe the screenshot you shared in showing a filter view.

Try going to the project and verify if you can see the checkboxes in a queue.

Marc -Devoteam-

HI @Joe B_

On a filter view there are no checkboxes.

What all members above mention is achievable from a queue within the JSM project.

So go to your queue in the JSM project, there you will be able to select the issues to provide an update to.

Or see the option provided by @David Nickell , if this needs to be a regular update on issues based on a filter.

Marc -Devoteam-

Hi @Joseph Chung Yin

@Joe B_ is looking at a filter result, not a queue.

Nick E Buono

From what I can tell, this arrives with the new Atlassian Navigation. @Joe B_ and I are colleagues and we don't have the new navigation enabled in our production site yet. It does seem kind of weird that you can't do this from a filter but can from a queue; all you can do from filter results is invoke the old bulk update ui.

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