Bulk Amend in Jira Service Desk

[Ali Rees]

I am just simply trying to do some bulk amends (i think a pretty key and critical function - particularly for a new user that will have migrated data across and needs to do some enmass edits).  We basically have a load of items marked "unresolved" that are not.

I have the global bulk permissions and managed to create my filter (basically all tickets of status closed or complete and resolution = unresolved).  Great. 

I can change the workflow status but don't have the option to edit these tickets because apparently 1 or more ticket has an issue. 

I imagine more permission related issues somewhere but its so difficult to navigate and get your head around and I have spent over 2 hours just getting this far.

If anyone can give specific details it would be appreciated.  

[Jack Brickey · Accepted solution]

@Ali Rees , to be able to edit closed issues your workflow needs to allow for this. It sounds like you have a number of issues that have been moved to Done without setting the Resolution and you wish to correct this. Assuming this is true then here is my suggestion:

1. change your workflow to have a transition out of Done and back into itself, call it say “re-Done”.
2. add a post function to set the Resolution to Done or whatever value
3. use bulk edit for these issues to execute the “re-Done” transition.

with that out of the way, now edit the workflow for the future:

1. remove the “re-Done” transition
2. either add in a post function on all transitions to Done to set the Resolution to Done or similar or, add a screen to the transitions that include the Resolution field along with a Validation requiring the field be updated.

I hope I have understood your issue and helped. If not please let me know. 

[Ali Rees]

OK i think I am slowly getting there.  I couldnt edit a draft of the current workflow so had to copy the active one and amend that, which I have now done.  And I can see as well how to add the various automation actions too. 

I'll post updates shortly.