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    Pavol Procka
    Editing Multiple Incidents - more than 250Answered
    Topic posted January 11, 2018 by Pavol ProckaMaster 
    74 Views, 5 Comments
    Title:
    Editing Multiple Incidents - more than 250
    Content:

    Hi,

    does anyone know if it is possible to change (increase) the maximum number of incidents that can be selected and edited in a report in one go?

    As per https://cx.rightnow.com/app/answers/detail/a_id/1894 the maximum is 250 and I could not find any config setting with that value :(

    Many thanks

    Pavol

    Best Answer

    Justin

    no, you cannot change that setting. If you are editing large numbers of records i would suggest exporting the records you want to edit into a .csv, make the change in the .csv, and use the Data Import Wizard to update the records. 

    Answer

     

    • Justin

      no, you cannot change that setting. If you are editing large numbers of records i would suggest exporting the records you want to edit into a .csv, make the change in the .csv, and use the Data Import Wizard to update the records. 

    • Scott Harwell

      Are you making the same edit to all of the records?  How many records?  If in the thousands, you might be better served by writing a script or tool on your end to perform the work via the APIs.  Keep in mind that bulk changes might impact business rules and other functions, so you'll want to plan the most efficient update based on your requirements.

    • Justin

      i agree, if its something other than an ad-hoc mass change you should use business rules/api/poller

    • Pavol Procka

      Basically, it is just to deal with a situation when we get spammed.

      Because the team that administers the Barracuda SPAM filter in our company does not work 24/7, we have situations where we start receiving either SPAM, or simply an auto-response (which coupled with our auto-response creates a never-ending loop) and it can potentially take up to 2 days (weekend) before we can block the email address in Barracuda.

      But sometimes (like today) the spam is setup so aggressively, that we receive some 3000 within about an hour and that then is a bit annoying to Trash.

      So yes, I am making the same change (changing the status to Trashed). Because this indeed is an ad-hoc change in a special situation, I am marking Justin's answer as the best (also because it is something I can do without a further training/research unlike the suggestion by Scott.)

      It is always nice to see how asking the community can help me learn new thing/see things in different optics.

      Many thanks

      Pavol

       

    • Colby Ross

      If you are having issues with SPAM, I would recommend setting up some initial state rules to catch what your Barracuda team cannot catch. I did this in one implementation and it worked out really well. It also provides flexibility for your team to quickly add rules should you notice a particular increase in a certain type of spam. 

      We liked it because we could block specific addresses, subject lines, and could also check the body for text that we considered to be blocked. In the beginning, we had these incidents still created but had them routed to a separate queue so that we could make sure we were not blocking anything we needed. Eventually, we would move them to the active rule that did not create an incident and just blocked them all together.