Mass status change of Service Desk Tickets

[Former Member]

Dear all,

I am having a requirement wherein , I need to set the status Confirmed for around 100 service desk tickets...

Your quick respose would be appriciated.

[Former Member]

Dear Ruediger,

Excellent reply.... I have already gone through the link....But I need to close specific tickets (around 150+).

But it does not gives any extended selection screen....Is there any way to define SLA's ???

[Miguel_Ariño]

Hello,

Please check note 1423642 - Support Desk, using report to confirm tickets

Alternatively, please check my reply on ?

Best regards,

Miguel Ariñ

[Former Member]

Dear Miguel,

Thanks for your reply, but the link is not working.....

[Miguel_Ariño]

Hello,

Maybe this link works now:

Also, did you check out the note 1423642? It mentions yet another report that you might find useful for the circumstances outlined in the note.

Best regards,

Miguel Ariñ

[prakhar_saxena]

Hi Shree,

In the above report at once you can update the status for all tickets

int the Transaction no...click on the arrow buttoon and in the single value paste all the values of ur ticket no in the same

Then execute the report with set next status value option and it will update all

Hope it helps

Regards

Prakhar

[Former Member]

Hello,

You should try report CRM_SOCM_SERVICE_REPORT and use the 'Set next status value' option to change the status of your tickets.

I hope this helps.

Regards,

Benjamin

[Former Member]

Dear Benjamin,

Thanks for your reply.... Yes the report works very well but I need to set the status "Conirmed". We have defined around 7 status. It means my ticket is in New Status, the report needs to be run for 7 times ????

Is there anyway to do it in single go ???

[Former Member]

HI Shree,

Go through this link

There are 2 possibilities:

Report: AI_SDK_SP_AUTO_CLOSE and CRM_SOCM_SERVICE_REPORT.

Check hopefully it will resolve.

Regards

[Former Member]

Dear Gagan,

You are absoulutely correct, there are two options. Report: AI_SDK_SP_AUTO_CLOSE and CRM_SOCM_SERVICE_REPORT.

But the first report does not provide date or ID selection. The second is step by step process... We are having 7 statuses..It means in need to run report for 7 times....

[Former Member]

HI Shree,

I feel yes you need to run 7 times .

For other one Duration are predefined in program code of AI_SDK_SP_AUTO_CLOSE:

You can confirm from

Ruediger Stoecke's Reply!!!

Hope it will help you!!!