It looks like you’re assuming that once I run one search to get a list of
tickets, that this is good enough to want to “update all tickets at once.”
Or that subsequent “Refine search” would be able to determine enough from the
content of the mail or the time or the sender … content-based judging.
Heuristics.
But this is not the case.
If the Refine search method works, you can do it.
But often one must in my situation close a bunch of tickets that are just
too diverse to be identified either by subject, or by content. But the operator
(me) knows the tickets all must be closed.
And there’s no way to search them out that isn’t more work than doing it
one-by-one.
Unless there is a check-box to select.
Imagine if you have an email in-box. And you see that 100 out of 400 are just
“we want to send them a follow-up.” But of those 100, no two really have the
same content. Some might say “Send me more info” and others might say “I would
like to know more”
You might search for the word “more” in the content. But that would also match
on requests that had the word ‘more’ in them referring to other things.
Sometimes the human eye is just better. I can look at the list of 500 tickets,
and in 20 seconds identify the ones that need more info with a follow-up
email. However, Refine Search would take me opening up every mail, learning
what it was about, and … I wind up just replying to individuals mail one by
one, or at best by a handful at a time, by ‘sender email’ or simple things like
that.
But I cannot do that with RT currently, because there is no check-box next to
the individual Listing.html entries.
Does that make sense?
Thanks for asking,
On Thursday 01 April 2004 19:31, Dave Dennis wrote:
I perhaps didnt explain.
We then want to be able to go down the list and click, that one, skip these
3, that one, that one.
Then update those.
Perhaps I’m being dense, but I don’t see how my last email doesn’t answer
this.
Once you’ve refined your search (in Listing.html), you can click on the link
“Update all these tickets at once”.
This gives you your much-desired radio buttons to select which tickets to
update in one go!
RT developers: This is a recurring question - perhaps the link name should be
changed to ‘Update multiple tickets at once’, and somehow made more obvious?
Cerion
The “Refine search” doesn’t help, because there are no unifying themes in
the tickets we need to update all at once.
We definitely would find it helpful to be able to specify by means of a
radio button along-side each line in the Listing.html output. Refine search
only works if every ticket has a word, phrase, sender, ip address,
something you can group them together by. If there’s no unifying theme
… then one has to open tickets individually. Which defeats the purpose.
This is a high volume queue, with a percentage of tickets that are
appropriate only for autoresponding. There is no way to click-button those
tickets together, and mass-close … if there is no way to Refine search to
get to them.
Which might not sound like much, but we are handling 100+ tickets a day,
selecting out perhaps 40 that need additional handling, and need to pick
all the ones we just want to close/autorespond to out of the rest. There’s
no way to do that, currently.
Thanks… does that make sense hopefully?
±------------------------
On Thu, 1 Apr 2004, Cerion Armour-Brown wrote:
On Thursday 01 April 2004 03:11, Dave Dennis wrote:
Dear List,
Is there a way to go to a queue, display N tickets, then select
manually the tickets from the queue for processing?
Yep:
Tickets → Search → Queue is ‘Xyz’ → ‘Search’…
→ ‘Update all these tickets at once’
Now just de/select the tickets you want.
Cerion
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