REDDIT 原始帖子
Anyone else need to bulk-close tickets that match a pattern in the description (not structured fields)?
We get a lot of recurring tickets that are basically the same case (same resolution, same close notes) — but the pattern only shows up in the free-text description, not in category/state/etc. Native bulk update doesn’t catch that, so we close them one by one.…
We get a lot of recurring tickets that are basically the same case (same resolution, same close notes) — but the pattern only shows up in the free-text description, not in category/state/etc. Native bulk update doesn’t catch that, so we close them one by one. Does this happen to you too?
已收录讨论
Templates for the resolution notes two clicks and done or parent incident to bulk close.
This is exactly what Group Action Framework (part of the AI capabilities) was made for. It groups “like” records with predictive intelligence, labels the groups, looks at the common resolution steps among those groups, then using something like ITOM LEAP creates playbooks for those groups which can be easily triggered.