Mass Assign or Reassign Tickets

Hi there,

I couldn't find an answer to this.

Is it possible to do a mass re-assignment of tickets?

Scenario: We have a technician who left our employment suddenly and there were a large number of tickets with that technician as the primary responsible. They need to be reassigned to a technician who will be managing the dispensation and/or progress of these tickets. 

Barring reassigning each ticket separately, which will take a lot of time, is there a way to re-assign them to the new technician all at once?


Tags ticket responsible primary reassign assign mass many
Asked by Damon Stennett on Tue 9/7/21 12:40 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 9/7/21 1:57 PM

Hi Damon,

If you leave this user's account active for a moment, then use the Ticket application's search page, you can locate all tickets currently assigned to that resource which are still open/in process. Then check the box on the page to select all (you'll have to select all on each page of ticket results if there are more than one page of results), and use the Actions > Assign option to assign them en mass to someone else.

Mark Sayers
Sr Support Consultant, CS

2 of 2 users found this helpful.
Thanks Mark,

Still getting used to the search function.

Where do saved searches show up?

- Damon Stennett Tue 9/7/21 2:29 PM
No problem Damon. Access your tickets app in TDNext, click on the "Tickets" option on the left hand navigation pane, then you'll see a menu button labeled "My Saved Searches" along the top of the page. - Mark Sayers Tue 9/7/21 2:30 PM
Thanks Mark!

All good now.

- Damon Stennett Tue 9/7/21 2:33 PM