Sandbox-Freshdesk

Possible Questions:

• I am unable to bulk close the tickets from the list view. The system is prompting me to fill in a few ticket fields. How can I fix this?
• I am trying to bulk-close tickets from the list view. I don't see any error messages but the tickets are not getting updated. How can I fix this?

Resolution Path:

1. I am unable to bulk close the tickets from the list view. The system is prompting me to fill in a few ticket fields. How can I fix this?

If the customer is trying to bulk close tickets from the list view and if they have configured a few ticket fields that are mandatory to be filled when closing the tickets, they will see the above message when they have not filled that field.

Either they will have to fill the values in these fields or make it a non-mandatory field under the Admin>Ticket Fields section to bulk close the tickets.

2. I am trying to bulk-close tickets from the list view. I don't see any error messages but the tickets are not getting updated. How can I fix this?

If the customer is not seeing any warning/error messages and if they are still not able to bulk-update, we can check the logs for the bulk-update action they performed. You can navigate to the POD-specific Sumologic application and enter the below search query:

"acc id" AND "tickets/bulk_update" OR "acc id" AND "bulk_update"

Copy the X-request ID (highlighted in the above image) and paste it into the POD-specific Haystack application. Ideally, you should be seeing the payload like this for a success response:

However, if you see error messages like below, you can raise an L2 ticket:

If you are seeing a different message, you can check with the Floorcoach or L2 team for the next steps.