Using mass update with Service Desk interaction record lists

The mass update feature enables you to update the value of one or more fields in a list of records. The system provides a template form that displays the current field values and enables you to type or select a new value for the displayed fields. In compliance with the data policy of your organization (as recorded in the Data Policy form), the Mass Update template form does not display read-only fields in the records. The mass update option is available from both interaction and incident record lists.

When you perform a mass update operation, make sure that the value you type or select for a particular field is the value you want in all the records that you selected. When you update incident records, you must also update the incident activity data.

System Administrators can determine if a field is displayed in the Mass Update template form by directly editing the Data Policy record for the form. To remove a field from the Mass Update form, change the Usage Type column for the field to System. If a System Administrator wants to grant Template Mass Update permissions to other operators, the System Administrator must update the operator profile to include the Template Mass Update and Complex Mass Update capabilities.

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.