To close multiple tickets that have been resolved at the same time, perhaps a field in the update section can provide a space to enter a comment to be added to multiple tickets.
This is not in our plans currently but I can see the value in this and it may get added in the future based on community uptake. Thanks!
I support the bulk commenting action. However, I am not able to vote it up (no option to do so at the top of the screen).
Thanks Chad, we'll take a look at the voting issue.
I also like the idea, adding a general comment or a resolution comment to multiple records at once would be very helpful.
We ran into this problem today. Our network engineer made a fix, and wanted to update all incidents related to it, asking us to reach out to people and see if things have improved. Unfortunately, while you can bulk update many things related to incidents, you can't seem to do that for Comments.
Has anyone figured out a good workaround for this? Let's say I have 10 different incidents that could all use the same comment. Any suggestions, Yuval Pecht?
Todd Thomas There is no current solution I can think of for this.
We merge the incidents together. This closes the merged incidents and brings over all the contacts to the one left active. Once the fix is put in place you only need to comment/close that one incident.
I could use this feature right now . Our staff reports all phishing activity to a special samanage drop box account. Today our campus was hit with the world wide google phishing attack which resulted in over 850 tickets. Google has resolved the problem for us, however, we need to close all these tickets. Would be helpful to bulk comment to each one automatically. We did report the resolution campus wide via an email, but for historical purposes it would be handy to have the comment in each one. thank you for your consideration.
This is exactly the same situation we have today, too. We don't want to resolve these in bulk without a comment or in the future when we go back through we won't be able to see WHY we resolved it.
The only work around I can think of could be to create a Problem, attach these to it, and then resolve the Problem. Does this simply change all of the associated incidents to resolved with no comment? If so, that's not any more helpful than doing a bulk Resolve except maybe it would add some helpful language in there referring to the larger problem?
Creating a Problem and resolving it allows you to close all tickets and add a comment. By default, the Incidents will be marked as 'Resolved' rather than 'Closed'. This is very helpful for a large number of tickets. The only downside however, is that you can't specify whether the comments are public or private - they are public by default.
There are many Samanage customer experiencing this issue today. A bulk resolution would be extremely beneficial for todays situation. For your current tickets, you are likely SOL on the quick resolve, but another way to handle these kind of situations is to merge the tickets and close the "child" tickets associated. You then only have to close the "parent" ticket which has the requesters from all merged tickets. Just something to consider as Samanage is reviewing this request.
The merge workaround would be a good solution if you were able to bulk merge. Working through 40-50 "child" tickets one by one and merging into a "parent" ticket is not fun.. Bulk merging is another feature I'm longing for..
I came over from the Zendesk and JIRA world, and I had taken this feature for granted. I need a platform to log and track a large number of recurring issues, as well as handle issues created from automatic notifications. I dont really view this "merge workaround" as a true workaround, because one still must manually merge each issues. I agree that a bulk merge feature would be great too.
It would definitely be great to have a MASS MERGE Feature.
You select the Incidents you want to Merge
You go to ACTION, select MASS MERGE
It populates the SEARCH window and you select the Incident you want to merge into
You leave that window and click the MASS MERGE button again (like when we MASS DELETE).
The same functionality to Mass Comment would be great. When you receive 150 incidents about email outages, no one wants to go into 150 incidents and add comments alerting the user that IT is aware of the issue and has an ETR (note, it's an email issue - so we can't EMAIL the company).
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