How do you close multiple tickets simultaneously?

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How do you close multiple tickets simultaneously?

Postby muscl3s » 17 Jun 2010, 20:34

How do you close multiple tickets simultaneously? I've tried going to the ticket area -> select all bulk action -> Next state: Closed Successful -> submit. It doesn't seem to do anything. What is the easiest method without having to click on each ticket individually to close?
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Re: How do you close multiple tickets simultaneously?

Postby jojo » 17 Jun 2010, 20:41

Please fill out your signature with OTRS Version.

It should work with the bulk action
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Re: How do you close multiple tickets simultaneously?

Postby muscl3s » 17 Jun 2010, 21:02

jojo wrote:Please fill out your signature with OTRS Version.

It should work with the bulk action


Bulk action does work but only for a single page. There are almost 3000 tickets in the queue. So I guess the real question is how do I close all open tickets in the queue (2700 total).
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Re: How do you close multiple tickets simultaneously?

Postby jojo » 17 Jun 2010, 21:50

there never should be this ammount of open tickets in a queue ;-)

You can use the Generic Agent from Admin Frontend to close these tickets
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Re: How do you close multiple tickets simultaneously?

Postby bwise » 25 Jan 2011, 20:35

We are having the same issue. We just upgraded to 3.0.5. We click a few tickets we want to close simultaneously and then click bulk. A new window opens and lets us add notes and select new status however when we click submit the status of the tickets doesn't change. They remain open and locked to the user name. Any help will be greatly appreciated.

We don't understand what the answer below "fill out your signature" means.

Thank you
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Re: How do you close multiple tickets simultaneously?

Postby Mothra » 26 Jan 2011, 14:29

bwise wrote:We don't understand what the answer below "fill out your signature" means.


This link should help you - ucp.php?i=profile&mode=signature

Put your OTRS version and any other useful environment information in there.
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Re: How do you close multiple tickets simultaneously?

Postby Mothra » 26 Jan 2011, 14:31

bwise wrote:We are having the same issue. We just upgraded to 3.0.5. We click a few tickets we want to close simultaneously and then click bulk. A new window opens and lets us add notes and select new status however when we click submit the status of the tickets doesn't change. They remain open and locked to the user name. Any help will be greatly appreciated.


Have you tried setting the Owner field to your own Agent ID as well as setting the next state, lock status, etc.? I think it's not closing the tickets because they are locked to other Agents.
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Re: How do you close multiple tickets simultaneously?

Postby crythias » 26 Jan 2011, 14:46

to close thousands of tickets, use a generic agent to filter based upon some criteria(ticket create date before x?), then ticket action set state closed successfully.
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Re: How do you close multiple tickets simultaneously?

Postby bwise » 27 Jan 2011, 20:06

Thanks but yes we have tried that. I have 3 tickets locked to my name, select all, click "bulk" which opens new window, type subject & notes, set next state to closed successful, select Yes for unlock ticket box, Click Submit and nothing happens and the window stays open. Almost as though the submit button is not working on bulk actions. When we click submit on a single ticket the window closes and it refreshes the que view.

The generic agent really won't work for what we need as we may have 5 spam tickets show up in the middle of real tickets within a few minutes that we would like to close in bulk. We could move them all to a folder and and then use the generic agent but it takes longer to move them to a folder than to close them one by one.

Does anyone else have version 3.0.5 that could do a quick test on bulk close? Thank you!!
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Re: How do you close multiple tickets simultaneously?

Postby crythias » 27 Jan 2011, 20:46

alternatively, you could bulk move to SPAM queue and let generic agent handle them...
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Re: How do you close multiple tickets simultaneously?

Postby bwise » 27 Jan 2011, 22:51

Thanks again Crythias, but it is the same issue with trying to bulk move. When you click submit nothing happens and the tickets do not move to the new folder.
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Re: How do you close multiple tickets simultaneously?

Postby crythias » 27 Jan 2011, 22:59

If so, that's a serious bug. Please report it http://bugs.otrs.org/index.cgi
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Re: How do you close multiple tickets simultaneously?

Postby bwise » 28 Jan 2011, 01:09

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Re: How do you close multiple tickets simultaneously?

Postby rbarten » 02 Feb 2011, 11:41

Direcly in the database? Log in to mysql and remove the tickets from the tickets table. Only one command will do it for you!
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Re: How do you close multiple tickets simultaneously?

Postby Mothra » 03 Feb 2011, 12:53

rbarten wrote:Direcly in the database? Log in to mysql and remove the tickets from the tickets table. Only one command will do it for you!


This won't close the tickets; it won't even remove them (as the ticket content is represented in the articles table). All it will do is hide them from view while simultaneously destroying the referential integrity of your data, generating a bunch of SQL errors whenever certain core daily tasks such as RebuildTicketIndexes.pl are run. Therefore it is not at all recommended - use the Generic Agent instead.
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