Question

How do I Bulk Associate Incidents with an Existing Problem

  • 2 August 2021
  • 2 replies
  • 135 views

Hi, we have a specific technical issue over the weekend, which created 161 incident tickets. I have created an existing problem ticket for this issue.

 

In the tickets view, I can filter to home in on those 161 specific tickets and I then want to click the Select All checkbox and then Bulk Associate all of those selected incident tickets with the existing Problem Ticket - except there seems no way to do it.

 

If I try and do this from the Problem Ticket itself, there is now way to filter on the option to associate existing Incidents with the problem, so that's not an effective option.

 

I also looked at Scenario Automation but there seems to be no options to use that to associate Incident Tickets with an existing Problem either.

 

Surely the answer cannot be to laboriously go into each Incident individually and manually associate everyone with the existing Problem, can it?

 

Thanks, David.


2 replies

Userlevel 7
Badge +14

Hello @Davey B  unfortunately I don’t believe there is a convenient way to do this. One possible solution could be to create a workflow automator that you can trigger on all of the tickets and run a webhook that hits the freshservice API and updates those tickets with the ID of the Problem to be associated using this API attribute 

I also would take your use case and raise an enhancement request at support@freshservice.com as this should be something we can do. 

Hope this helps.

Take care,

Zach

I requested this 2 years ago and it’s still sitting in feature requests. It’s one of my biggest complaints about FreshService. I have a quarterly meeting with our FreshService rep and ask for this every.single.time. I could do it in Zendesk. 

I also want to be able to bulk update all the associated incidents with updates to the problem (like temporary work around or status updates). 

 

 

Reply