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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.

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). 

 

 

We can do this with the Workflow Automation.

If problem status is changed to closed, action - add note and change status to resolved on associated tickets. 

Not ideal, but can be accomplished. I think that’s such a common thing and no-brainer feature it should be baked in and not need to be a custom workflow. But there’s a workaround. 

Apparently not or I’m missing something. I close a problem and there is the option to add a note or resolve, but no way to populate the resolution into the associated ticket. So, the end user doesn’t know what happened, other than their ticket was closed because associated problem was closed. 

Hi Davey,

We normally do it from the problem view… 
so when in the problem view and associate an existing incident you have the ability to select all. 
just need to search for a common thing if it got created automatically via automation. 
you can then manually untick ones if you need too. see below.  down side is you can only do 30 at a time but that is the case in most views. 

just to say i agree that having a way to do it in the tickets would be nice as well but we get round it this way. 
 



 

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