Closing a Group of Calls at Once

We recently had an outage, many calls poured into the system.  We would like to be able to place the calls in one group and be able to close based on one resolution. I have searched the KB and have found nothing to help with this problem.  I know it is possible, just can not find the steps.

Asked by Denise Chaney-Parker on Mon 8/22/22 11:52 AM
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Answer (1)

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David Tod Mon 8/22/22 12:03 PM

Assuming they came in as incidents or service requests you create a Problem ticket and add them as children. Then you can cascade notifications and updates from the parent problem ticket, like closing. There are multiple ways to do this, e.g from a ticket search, you can select all and from the Actions menu Create the Problem, or just create a parent from a single ticket, or create a problem ticket and go to the Children option to add children (search there too).

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