4 Replies Latest reply on Jun 3, 2010 3:54 AM by gramsay

    Using Bulk Actions to create tickets

    Jamie Cannon ITSMMVPGroup

      Is there a way to create multiple "same" incident requests but have it generate different Id numbers?

        • 1. Re: Using Bulk Actions to create tickets
          SupportEmployee

          Hi Jamie,

          i dont think you would be able to do that via bulk actions but maybe through inbound email?  Just send allot of emails to your console inbox for inbound to pickup which would then generate the incidents for you...

          • 2. Re: Using Bulk Actions to create tickets
            Jamie Cannon ITSMMVPGroup

            We thought about that, but that will just bog down the mailbox.  We were hoping for some "copy" like feature that when we create one ticket we could essentially copy it in order to create more of that same one.  Like when we push down the same software to 15 machines, it would be easier to create one, copy it and just change the computer we used.  That would be a nice feature *hint *hint. 

            • 3. Re: Using Bulk Actions to create tickets
              ITSMMVPGroup

              If this is for a repeating job you could bulk create or shcedule an action which adds a task.  The incident never closes, just gets woken up with a task.  I've also done something with a scheduled incident that takes it off hold, assigns it to the engineer and then repeats in a weeks time.

               

              I agree with your [hint] though and can I recommend you raise an ER for this?  I'd certainly vote for it.

               

              If you are really keen,you can use the event handler to log incidents from a remote apps such as windows task scheduler.

              • 4. Re: Using Bulk Actions to create tickets
                gramsay Specialist

                You can create a "Clone Incident" object which has the attributes you want to be different - such as raise user.

                You then follow this with a "Create Child Incident" action and copy new data from the "Clone Incident" object and duplicate data from the Parent Incident to the new Child Incident

                Bit of a palaver but does work.