Need to bulk close tickets in service desk

[lisa kraft]

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?

thanks

[Brett Moody]

Is there a way to do this without closing all the tickets in the project?

[lisa kraft]

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

[lisa kraft]

[Nic Brough -Adaptavist-]

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!

[lisa kraft]

thank you!

[Sam Hall]

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

https://confluence.atlassian.com/servicedeskcloud/editing-multiple-issues-at-the-same-time-780868240.html

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

[lisa kraft]

thanks!

[lisa kraft]

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

[Sam Hall]

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

[lisa kraft]

cloud

[Sam Hall]

OK. The details about searching are here: https://confluence.atlassian.com/servicedeskcloud/searching-for-issues-780868069.html

[lisa kraft]

i appreciate you walking me through this!

[Sam Hall]

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The documentation is a little out of date there.

[lisa kraft]

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]

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)