Mark all tickets as read?

NaturalNine

Is there a way to mark all tickets as read? I've answered the tickets but some show bold as if needing attention. Thanks!

KevinTheJedi

NaturalNine

You can either do this in the UI by going to each ticket and Marking as Read or you can write an SQL query to update the database.

Cheers.

NaturalNine

Thanks Kevin! I must be going blind but I don't see a Mark as Read either on the main page of listed tickets or in an individual ticket, sorry. A SQL query sounds good, is there an example posted somewhere? Thanks again!

KevinTheJedi

NaturalNine

Then maybe you don’t have full access to that tickets department. I think it’s a role permission if I’m not mistaken.

Also, no, no example queries exist that I’m aware of. But there should be an isanswered column in the ticket table and you just need to set that to 1.

Cheers.

NaturalNine

Thanks Kevin (as usual!). I'm the sole admin/agent - any idea where that permission may be?

KevinTheJedi

NaturalNine

Go to Admin Panel > Agents > Roles click the Role you have for the Department and make sure Mark As Answered is enabled. If you don’t know what role you have then go to Admin Panel > Agents > Agents, click your name, click the Access tab, and you’ll see your Department access and what Roles you have for each.

Cheers.

NaturalNine

Thanks Kevin - for some reason I'm not seeing Role in either place. Is it in version 1.15?

KevinTheJedi

NaturalNine

Yes, I think it was added in 1.14.x.

Cheers.

NaturalNine

Thanks for the screenshot. Unfortunately, I'm not finding that page - this is what I see

KevinTheJedi

NaturalNine

As I said, you must go to Admin Panel > Agents > Roles, click a Role, click the Permissions tab.

Cheers.

NaturalNine

Thanks Kevin, I found it. Turns out I already have the permission to mark a ticket read, that's not the problem. What I was looking for was the typical email style checkbox you see on the left side of all the tickets i.e. Check all /Uncheck all and Mark as Read from the drop down, not just one ticket at a time. Thanks again!

KevinTheJedi

NaturalNine

Oh, I mentioned that earlier with:

You can either do this in the UI by going to each ticket and Marking as Read …

Cheers.

NaturalNine

Thanks Kevin. I ran this UPDATE ticket SET isanswered ="1"

NaturalNine

Hi Kevin - this is what I had in mind. Being able to use the checkboxes and dropdown to Mark as Read

KevinTheJedi

NaturalNine

Yea that’s not a feature at this time.

Cheers.

NaturalNine

Thanks Kevin. I can run the SQL when needed. What I don't get is why some tickets still show bold in the list (for example, like an unread email) and others don't even after they're closed, that's the behavior I'm trying to understand. Thanks again!

KevinTheJedi

NaturalNine

You’ll need to go to Admin Panel > Settings > Tickets > Queues, click the Queue in question, and look at the Conditions. Also look at each Column in the Columns tab, click the Config button next to each, click the Conditions tab, and look at the conditions there.

Cheers.

NaturalNine

Wow! Thanks Kevin. I've just had a look and must confess I'm a bit puzzled by how to set the conditions. I don't recall this being in v.1.10 - when I closed a ticket it un-bolded in the list. Honestly, I don't need My Tickets -> Assigned to Me etc. since I'm the only admin and the tickets can be un-bolded as soon as I close them (which I think was the way it was in v.1.10). Anyhow, appreciate all your help with this Kevin!

KevinTheJedi

NaturalNine

No, Custom Columns/Custom Queues was introduced with v1.11 (which was quickly abandoned and became v1.12) so you wouldn't have seen this in v1.10. When a Ticket is bold it typically means it's unanswered. But if you marked all Tickets as answered then there must be additional Conditions that are bolding the Tickets (which is why I asked you to check those) or maybe not all of them are truly answered (like the query didn't work completely, etc.).

Cheers.