<style> .chartjs-size-monitor { display: none !important; height: 0 !important; overflow: hidden !important; }p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- How to Update Tickets in Bulk </strong></p><p><strong>- Control which Bulk Update Actions Show</strong></p><p><strong>- Allow Custom Actions to be performed in Bulk </strong></p><p><br></p><p><br></p><p><strong><em>Disclaimer: This guide covers the UI functionality Halo has to make changes to tickets in bulk, intended for use by both regular agents and admins for regular updates. Other, one off bulk changes can be made to tickets via the API. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">How to Update Tickets in Bulk</span></strong></p><p>When viewing a list of tickets in the Tile or Table view you will be able to select all/multiple of these tickets in order to carry out a bulk update or add the same action to all these tickets. Allowing agents to quickly and easily carry out what would otherwise be repetitive updates. Useful when needing to delete duplicate tickets, adding the same note to an influx of incidents related to the same problem or closing stale tickets, for example. </p><p><br></p><p><strong><em>Note: Agents must have permission to edit tickets to be able to carry out updates/actions in bulk.</em></strong></p><p><br></p><p>To bulk update tickets view a list of tickets in Tile or Table view and select the tickets you would like to update using the boxes highlighted in Figure 1. Once chosen an "Edit" button will become available.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA4ODY3NzMzLTdjYTQtNGZmNC1hOTkwLTQwYjFmNjIwNGM5MyJ9.FvsIqJ_qexfYYyqUdnaL7nTUa0LEPPkUrgdN4Rlld00" class="fr-fic fr-fil fr-dib" width="979" style="width: 981px; height: 337.818px;" height="338"></p><p><strong><span style="font-size: 10pt;">Fig 1. Bulk select tickets to update</span></strong></p><p><br></p><p><strong><em>Note: Bulk updates can be carried out whenever viewing a list of tickets. Tickets can be viewed in lists in various places in Halo, including, within a ticket area, when viewing a customer's tickets, when viewing the child tickets (tasks) under a parent ticket. </em></strong></p><p><br></p><p>When hovering over the "Edit" button you will be able to choose the update you would like to complete on the selected tickets. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYxNjhkMzhiLWFkOGEtNDcyYy1hNTJlLTQwYTk2OGFmZTI3ZSJ9.W3yf6_dS64y7JKeYedf5m2eBM3FFUAxQOFcQiB0-UD8" class="fr-fic fr-fil fr-dib" width="1110" style="width: 1112px; height: 704.173px;" height="704"></p><p><strong><span style="font-size: 10pt;">Fig 2. Updates and Actions that can be carried out on tickets in Bulk</span></strong></p><p><br></p><p>As shown in Figure 2 there are various actions agents can carry out here. The options that show here will differ for each agent based on their permissions, if an agent does not have permission to carry out an action normally, they will not be able to do it from the bulk edit menu. Some of the options here are also dependent on other settings being enabled. You can also hide the actions that show here using screen layout profiles. </p><p><br></p><p><strong><span style="font-size: 14pt;">Control which Bulk Update Actions Show</span></strong></p><p><strong><span style="font-size: 12pt;">Permissions and Settings needed for a Bulk Update Action to show</span></strong></p><p>Some actions that can show in the bulk update menu are dependent on other functionality being enabled, some only show should the agent have the relevant permissions and others will always show. </p><p><br></p><p><strong>Mark as read- </strong>This will always show to agents regardless of their permissions. </p><p><br></p><p><strong>Mark as unread- </strong>This will always show to agents regardless of their permissions. </p><p><br></p><p><strong>Flag - </strong>This will always show to agents regardless of their permissions. </p><p><br></p><p><strong>Unflag -</strong> This will always show to agents regardless of their permissions. </p><p><br></p><p><strong>Raise a Problem -</strong> This will always show to agents regardless of their permissions. However an error will appear if used and the agent does not have the permission "Can add new Tickets".</p><p><br></p><p><strong>Link -</strong> This will always show to agents regardless of their permissions. </p><p><br></p><p><strong>Merge -</strong> This will only show when "Allow Agents to merge Tickets" is enabled. When enabled this will always show to agents regardless of their permissions. </p><p><br></p><p><strong>Clone -</strong> This will show to all agents if "Only allow admins to clone Tickets" is disabled (Configuration > Tickets > General Settings). If this is enabled, only agents with the "Is Halo Administrator" permission will see this.</p><p><br></p><p><strong>Re-assign - </strong>Only agents with the permission "Can Re-assign Tickets" will be able to use this action. </p><p><br></p><p><strong>Change Category - </strong>This will always show to agents regardless of their permissions.</p><p><br></p><p><strong>Add Private Note -</strong> This will show regardless of agent permissions, but requires "Bulk add Private Note" to be enabled (Configuration > Tickets > General Settings). </p><p><br></p><p><strong>Add Public Note - </strong>This will show regardless of agent permissions, but requires "Bulk add Private Note" to be enabled (Configuration > Tickets > General Settings). </p><p><br></p><p><strong>Change Status -</strong> Only agents with the permission "Can always update Ticket Statuses and re-assign Tickets outside of actions" will be able to use this action. </p><p><br></p><p><span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" data-pasted="true"><strong>Add Tags </strong></span><strong>- </strong>This will always show to agents regardless of their permissions. </p><p><br></p><p><strong>SLA Hold -</strong> Whether this shows depends on the setting "Bulk SLA ticket updates" (Configuration > Tickets > General Settings).</p><p><br></p><p><strong>SLA Release -</strong> Whether this shows depends on the setting "Bulk SLA ticket updates" (Configuration > Tickets > General Settings).</p><p><br></p><p><strong>Change Priority - </strong>This will always show to agents regardless of their permissions. </p><p><br></p><p><strong>Change Type -</strong> Only agents with the permission "Can change a Ticket's Type" will be able to use this action. </p><p><br></p><p><strong>Change Site/User -</strong> Whether this shows is dependent on whether "Allow non Administrators to bulk change Site/User" is enabled (Configuration > General Settings). If enabled this will show to everyone, otherwise only agents with the "Is Halo Administrator" permission will be able to see this. </p><p><br></p><p><strong>Change Budget -</strong> This will only show if the "Budgets" module is enabled, if enabled this will show to all agents. </p><p><br></p><p><strong>Review - </strong>This will only show when "Enable <a href="https://www.usehalo.com/guides/1960" target="_blank" rel="noopener noreferrer">Ticket review processing</a>" is enabled. This will only show to agents who have the permission "Invoices Access Level" set to at least "Read, Create and Modify" and the permission "Editing of Actions" set to "Can Edit all Actions".</p><p><br></p><p><strong>Unreview - </strong>This will only show when "Enable <a href="https://www.usehalo.com/guides/1960" target="_blank" rel="noopener noreferrer" data-pasted="true">Ticket review processing</a>" is enabled. This will only show to agents who have the permission "Invoices Access Level" set to at least "Read, Create and Modify" and the permission "Editing of Actions" set to "Can Edit all Actions".</p><p><br></p><p><strong>Treat as Spam - </strong>Whether this shows is dependent on "Show the Treat as Spam option" being enabled (Configuration > Tickets > General Settings). If enabled this will show to all agents. </p><p><br></p><p><strong>Recalculate Billing - </strong>This will only show to agents who have the "Can recalculate billing against Tickets" permission.</p><p><br></p><p><strong>Delete - </strong>This will only show to agents who have the "Can Delete Tickets" permission. </p><p><br></p><p><strong><span style="font-size: 12pt;">Customise the Bulk Action Menu</span></strong></p><p>Screen Layout Profiles can be used to hide which actions show on the bulk edit menu. Allowing you to customise what shows here for certain agents, without needing to adjust their permissions. Useful when you would like agents to still be able to execute an action on an individual ticket (such as deleting a ticket) but do not want them to have the power to do this in bulk. </p><p><br></p><p>To create a screen layout profile for the bulk actions menu, head to Configuration > Tickets > General Settings > Screen Layout Profiles > toggle entity to "Bulk Action Menu" > New. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQxZTNhZjEzLTE4OTYtNDg1Yy05MGZmLTY3MmIwMGY1OWU3NiJ9.vMk51nCPTWlRpBgMwKHoIIVb1mH_WkNP8JEZVr94abU" class="fr-fic fr-fil fr-dib" width="1873" style="width: 1875px; height: 401.406px;" height="401"></p><p><strong><span style="font-size: 10pt;">Fig 3. New Bulk Action Menu</span></strong></p><p><br></p><p>Give the layout profile a name then head to the "Tab Layout" tab. Change the "Tab layout" to "Custom" then you will be able to edit each action and set whether you would like it to show or hide. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZlZjU0NzlkLTdjOTMtNDFiZS1iZTM4LTg4ODJhMzZlOTFhMCJ9.f6EE_x77cXQLwpFv02tnKv48siEILxYWkU4-9oRO8_E" class="fr-fic fr-fil fr-dib" width="1547" style="width: 1549px; height: 587.179px;" height="587"></p><p><strong><span style="font-size: 10pt;">Fig 4. Hide actions on the Bulk Action Menu</span></strong></p><p><br></p><p>Now you will need to apply this screen layout profile. This can be applied globally (under Configuration > Tickets > General Settings > "Bulk Action menu layout").</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxNTA1NmQ4LWUxYTgtNDA5Mi1hZDFmLWE2YmZkODIwNzJhNiJ9.N6XPoSGv3pbhJnAO-F-L7AvWUgn1HwD1ziKrZE2O3hs" class="fr-fic fr-fil fr-dib" width="826" style="width: 828px; height: 437.126px;" height="437"></p><p><strong><span style="font-size: 10pt;">Fig 5. Global Bulk Action menu layout</span></strong></p><p><br></p><p>Once set, the hidden actions will not show in the menu. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiMzI0N2U3LThmZTMtNGVjZC1hMGYxLTQxMjFlMjQ5NTg4NyJ9.LCOLKD1sBnAxCB3NTMUKeMGXFA3QAT8zONE9AurO01E" class="fr-fic fr-fil fr-dib" width="697" style="width: 699px; height: 662.334px;" height="662"></p><p><strong><span style="font-size: 10pt;">Fig 6. Bulk Action menu with hidden actions</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Allow Custom Actions to be performed in Bulk (v2.246+)</span></strong></p><p>From v2.246+ additional actions can be added for use in the Bulk action menu, including any custom actions. Allowing agents to carry out additional functions in bulk, such as syncing tickets to a third party tool. </p><p><br></p><p>To do this you will need to add the additional actions to the Bulk Action Menu screen layout profile. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM1ZGZkMTU5LTNiNzItNDI2Mi1hMTY3LTkzNzU1ODIxZjhlOCJ9.nttzZPCSrM9FSgpbi6T_myVAx6S_GMkWOdPnScqmNhw" class="fr-fic fr-fil fr-dib" width="1145" style="width: 1147px; height: 406.656px;" height="407"></p><p><strong><span style="font-size: 10pt;">Fig 7. Additional Actions added to bulk action menu </span></strong></p><p><br></p><p>Only actions that are set to be visible outside of workflows can be added here. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjZDYwNDE0LWU5NWYtNDBhZS1hODNjLWMwNDg3NmYzNjM5MSJ9.hLb3XnQmSR_MHw8qkFhOwLwdDSXGqGxiQ5PtOeKnp1A" class="fr-fic fr-fil fr-dib" width="726" style="width: 728px; height: 489.287px;" height="489"></p><p><strong><span style="font-size: 10pt;">Fig 8. Action is visible outside of Workflows</span></strong></p><p><br></p><p>Then ensure the "Tab Layout" for the screen layout profile is set to be "Custom". Your additional actions will not show in the list here, but this must be set to custom for them to be used. </p><p><br></p><p>When using these actions from the bulk edit menu, agents will be prompted to complete any fields on the actions before this is added to the selected tickets. </p><p><br></p><p>When completing these actions in bulk additional checks based on ticket criteria will not apply, this means agents will be able to use these actions regardless of if they are on the ticket's <a href="https://www.usehalo.com/guides/2289" target="_blank" rel="noopener noreferrer">workflow </a>and will be able to see all fields on the ticket regardless of any <a href="https://www.usehalo.com/guides/1920" target="_blank" rel="noopener noreferrer">dynamic field visibility</a> set. </p><p><br></p><p><br></p><p><br></p><p><br></p><p><br></p><p><br></p>
