In cases where there are multiple tickets that require the same response, you can create a Bulk Response. The example scenario below shows a bulk response to customers reporting the same phishing email to the TSC.
Filtering Specific Tickets
Use the search function in Jira Service Desk (JSD) to identify the tickets that require a bulk response. Instructions on using the search function can be found at ITS - JIRA Filtering Tickets. You can filter by looking for tickets with a similar summary or a label added to them.
If you are looking to bulk respond to all issues that are linked to a single global issue, you can use this in the search query: issue in linkedIssues("ISD-123456").
In this example, "ISD-123456" is the global issue.
An example search filtering tickets with the word “Mendelssohn” in the summary.
Creating a Bulk Response
Click Tools (upper right corner). You will see "Bulk Change:" in the example below, you see “all 4 issue(s).” Select the appropriate bulk change option.
You will now choose the issues you want to bulk respond to by either clicking the top check box (chooses all issues listed) or choosing individual issues based on your needs.
Click Next.
Choose the appropriate operation. In this case, we are using Transition Issues (to change the status). Depending on the status of your issues chosen and the operation you choose, the following screens will show different options.
Click Next.
Choose the appropriate Action. In this case, we are going to Close the tickets.
Click Next.
In this particular transition, there are no fields on the screen, click Next.
Click Confirm.
Once the bulk operation is completed, you will see a status screen stating the operation has been completed.
