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Version: 8.5.0

Updating a Problem

When you are working on a ticket, you can update its basic details, parameters, other info, and various activities/actions associated with it. There are many approaches to update the problems:

  • Inline update from list page
  • Update multiple tickets from list page
  • Update from details page

Inline update from list page​

You can update the problem from the list page. From here, you can update their: assigned to, status, and priority. Clicking on the field opens a dropdown menu from which you can select a new value.

Inline Update Problems

Update Multiple Problems​

Bulk update option is useful to add or change something in multiple problems. Instead of editing each problem individually, you can select many problems, and update them at the same time.

To do so, select the desired records, click the Take Action dropdown, and select the Update option as shown below.

Bulk Update

A popup will display where you can update the details.

Select Fields to Update

Bulk update option allows you to edit only those fields that are in common to multiple problems. Above figure shows, you can manage the fields that appear in the dropdown lists. You can add new attachments, add tags with the existing tags (check Append Tags to Existing Tags), or replace manual tags (un-check the option). Replacing manual tags does not replace the system generated tags.

Update a Problem from Details Page​

You can update the problem from the details page. Refer to the Problem Details page about what you can do with a problem. On this page, updating a problem means editing the fields with new values. While working on it means performing actions like analyzing the problem, adding tasks, creating relations, etc.