Manage multiple cases

Manage multiple cases to apply the same update to several cases at once.

Bulk updates help you save time when the same change applies to multiple cases, such as assigning work, updating priorities, or adding categories and flags.

If each case requires a different response or outcome, work with each case individually instead.

Before you begin

• Open a case list or queue.
• Confirm you have permission to update the selected cases.
• Verify that the same change should apply to every selected case.

Some case types and lifecycle states may not support bulk updates.

Select multiple cases

1. Open a case list.
2. Select the checkbox for each case you want to update.
3. To select all visible cases, select the checkbox in the column heading.
4. Confirm the number of selected cases in the bulk action bar.

When one or more cases are selected, the bulk action bar becomes available.

Update multiple cases

Use the bulk action bar to update the selected cases.

Depending on your permissions, you can update:

• Priority
• Team
• Assignee
• Categories
• Flags

Select the value you want to apply, then confirm the update if prompted.

The changes are applied to every selected case.

Bulk update considerations

When updating multiple cases:

• Only select cases that require the same change.
• Review your selection before applying updates.
• Ensure you have permission to update every selected case.
• Some cases may be excluded based on their current lifecycle state.

Best practices

• Filter the case list before selecting cases.
• Use bulk updates for administrative changes rather than case-specific decisions.
• Review the updated cases to confirm the changes were applied as expected.
• Manage individual cases separately when they require different responses or actions.

Troubleshooting

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