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Respected Contributor.
Respected Contributor.
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How to mass close SD ticket in SM 9.51.0048!!

Hi all,

 

I would like mass close the Service Desk tickets(around 1k). Is there a way to do this. Please advise. I saw the post subject"How to close mass tickets(SD)? HPSM 9.20".

The steps said were Below. But not sure whats next. I don find any online help to move further.  I need to know steps for Text Import wizard. I m a newbie to SM. Please help. Your help is much appreciated.

 

  1. Click Tailoring > Database Manager.
  2. Click More or the More Actions icon, and then select Text Import Wizard.
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Micro Focus Expert
Micro Focus Expert

Re: How to mass close SD ticket in SM 9.51.0048!!

Mass close interaction records:

For the out-of-box systems, the ADMIN and SYSADMIN profiles include the Mass Close capability. You can use Mass Close for interaction lists and interaction queues. Choose one of the following methods to mass close interactions.

 

Mass close interaction records after searching for interactions

To mass close interaction records after searching for interactions:

Click Service Desk > Search Interaction Records.
Use Search to display a list of interaction records.
Select the records in the record list you want to close.
Click Mass Close.
Edit the text present for the resolution of the interaction or accept the text.
Click Finish.

 

Mass close interaction records from the Interaction Queue
To mass close interaction records from the Interaction Queue:

Click Service Desk > Interaction Queue.
Specify the Queue and the View.
Select the records in the record list you want to close.
Click Mass Close in the More Actions menu.
Specify the Resolution Code. Use the Fill icon to display a list of available codes.
Click Next.
Accept or edit the text in the Resolution text box.
Click Finish.

 

 

 

 

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Respected Contributor.
Respected Contributor.

Re: How to mass close SD ticket in SM 9.51.0048!!

Hi,

 

Thanks for the respone, I appreciate your help. But when i do an expert search with the following 

incident.id isin{"SD*","SD*","SD*"}. It brings me the interaction record and when i click mass close from the top menu, it is asking resolution code and comment. And when i hit finish. it throughs me the attached error. Could you please tell me why. I m having sysadmin rights by the way.

 

Thanks.

 

 

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