How to automate looping through a queue..??

[Drew Angell]

I have a queue / query that results in 571 records where the status is "Waiting for customer."  

I would like to apply one more public comment to all of these tickets so the customer gets a notice, and close the ticket.

We have some Automation setup now that seems to be catching these better (using a 5 day trigger.)

However, I'm unsure how to trigger all of these existing ones that are much older already.

Any information on this would be greatly appreciated.  Thanks!

[Jack Brickey · Accepted solution]

You can use bulk update...

1. Search for all of the issue by creatIng a query In advanced search
2. click on the ellipses in the top right and select bulk update
3. select all or desired issues and next
4. select Edit
5. add comment and be sure to choose respond to customer 
6. submit

[Drew Angell]

Can they be closed at the same time as well, or would I have to run a separate bulk update for that?

[Jack Brickey]

Separate. You would do the comment first and then use the “Transition” action for bulk update.