1. Help Desk: Questions and Answers
  2. How do I enable mass update for help desk requests?

How do I enable mass update for help desk requests?

You can enable the feature to mass update for select fields for help desk requests. Mass updates can be done for either Internal Service Request or HR Help Desk Requests. Here's instructions on how to enable, who can enable, and important considerations for using mass update.

Why use mass update?

Here are some examples where mass update can save time.

  1. Reassign all open requests from an employee going on vacation to their backup.
  2. Change the status of many requests at once.
  3. Use to update commonly used fields.

Important Considerations

  • By default, there's a limit of 10 items that can be changed at once. To change this limit up to a value between 1 and 25 (inclusive), change the value of the parameter for Maximum Number of Records that can be Selected in Configure Adaptive Search.
  • Mass update shouldn't be used for queue or product. (Even though these possibilities are shown).
  • Don't try mass updating help desk requests that span multiple Business Units for the item you're trying to update, it won't work appropriately.
  • The amount of time it takes to update the multiple requests is directly related to the number of requests selected.
  • Mass update isn't available on smaller resolution devices like mobile phones.

Access Requirements

All Help Desk administrators can enable Mass Update.

Once Mass Update is enabled, the feature is available to all Help Desk agents. This is controlled by the following privileges:
  • SVC_VIEW_AGENT_HR_HD_PRIV (HR Help Desk Agent)
  • SVC_VIEW_AGENT_ISR_HD_PRIV (Internal Help Desk Agent)

Enable Mass Update

Enabling Mass Update is a one-time set up.

First, set the Configure Adaptive Search parameter Enable Mass Update to Y. To do this:

  1. Go to Setup and Maintenance.
  2. Click the Tasks icon.
  3. Enter Configure Adaptive Search in the search field.
  4. Click Search.
  5. Click the link for the Configure Adaptive Search task.
  6. Click the Parameters tab.
  7. Highlight the Enable Mass Update line.
  8. Click Edit.
  9. When prompted to continue, click Yes.
  10. Change the value to Y.
  11. Click Save and Close.

Now, configure the fields that can be mass updated.

  1. Click the link for Configure Adaptive Search.
  2. Click the Configure UI tab.
  3. In the left panel, select either HR Help Desk Request or Internal Service Request, depending on which you want to configure.
  4. Check the Enable for Mass update boxes in all the columns for those fields that you want to make available for mass updates.
  5. Click Save and Close.

Finally, set a variable in Visual Builder Studio on the Agent's List Page:

  1. Navigate to the Agent's List Page (Help Desk Requests card in the Help Desk tab).
  2. On the left-hand panel, expand the following options:
  3. Click elastic-search-sr-list.
  4. In the Variables tab, select enableMassUpdate.
  5. On the right panel, change the Value to true.
  6. Preview your changes before publishing.