Update multiple interaction records

You can use the mass update feature to update one or more values in multiple interaction records. Remember that the value you enter for a particular field becomes the value for all of the records you selected when you perform a mass update.

To update multiple records, follow these steps:

1. Locate the records by using one of the following methods:
   • Go to the Interaction Queue to display a list of records.
   • Use search or advanced search to find one or more records.
2. Click More or the More Actions icon, and then select Mass Update.
3. Double-click the field that you want to update.
4. Type the value for the field or use the Find feature to display a list of potential values for the field.
5. Click Next, and then repeat steps 3 and 4 for additional fields as needed.
6. Update the Activity Action field for the updates you made in the Mass Update template, and then click Execute.

To use complex update to update multiple records:

1. Locate the records by using one of the following methods:
   • Go to the Interaction Queue to display a list of records.
   • Use search or advanced search to find one or more records.
2. Select the records that you want to update.
3. Click Mass Update, and then click Complex Update.
4. Type the instructions (in RAD syntax) to be executed one time at the beginning of the mass add or mass update operation.
5. Type the instructions (in RAD syntax) for action on each record.
6. Click Execute.

Related topics

Using mass update with Service Desk interaction record lists

Related topics

Example: Search for a record