Need to bulk close tickets in service desk

we are just starting to use service desk, but it has been ingesting tickets from our old way of doing things for a long time.  there are about 1100 tickets that need to be closed in service desk.  is there a way to do this in bulk or do i have to close them one by one?




3 answers

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Hi Lisa - You can use the 'Bulk change' functionality to do this:

Look at the Transition multiple issues section, and use the technique to transition your issues through the workflow to 'Closed' status.

unfortunately, i'm already stumped.  i'm not sure how i'm supposed to performa search, and i see nothing that says "tools"

Do you have the Cloud or Server (self-hosted) version of JIRA Service Desk?

i appreciate you walking me through this!

Once you have got a search that shows you the list of issues you want to change, you'll find that the "Tools" menu is actually the button with three dots that looks a bit like this: [...]

The documentation is a little out of date there.

well, i'm either a total idiot, or our system is not set up correctly.  when i tried to search for unassigned tickets, i get results from everywhere, not just our service desk.  when i try to limit it to the support project, i get no results

Sam Hall Community Champion Apr 10, 2017

Do you know the issue key of one that you want to change?

First of all, try just doing a search for that one issue to see if you can view.

For example, if you want to find EXAMPLE-123, do:

key = EXAMPLE-123

(using the advanced search)

That's searching for filters.  Sam is talking about searching for issues.

Go to the "issues" menu at the top, and you should find an option for "search" - click that and you'll be dropped into the "issue navigator", where you'll be able to search for "Project = SUP" to get all the issues in that project.

I reckon you'll want to refine that by status or resolution - "Project = SUP and resolution is empty" might be more useful!

alright, i think i've got it. thank you for your help and patience!



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