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.
@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:
with that out of the way, now edit the workflow for the future:
I hope I have understood your issue and helped. If not please let me know.
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.
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