> For the complete documentation index, see [llms.txt](https://docs.giize.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.giize.com/ticket-dashboard-en/user-guide/ticket-tools.md).

# Ticket Tools

Handle repetitive tickets in bulk — instead of editing each ticket one by one on SDP, you scan by rule and then update the whole group.

A typical example: every time IT Portal completes a delivery, it creates an SDP ticket with a subject like "Order placed successfully for …". These tickets always need the same changes: change the requester, change the subject, set the category, then close.

![Ticket Tools page](/files/XPVkrpp6XHcyDGDxa6Tu)

## The three-step workflow

### 1. Scan for tickets

Type a phrase into the **Fetch theo Subject** (Fetch by Subject) box and press **Fetch Subject**. The dashboard searches SDP for tickets whose subject matches.

| Field                  | Meaning                              |
| ---------------------- | ------------------------------------ |
| **Fetch theo Subject** | the phrase to search for             |
| **Statuses**           | only fetch tickets in these statuses |
| **Limit**              | the maximum number of tickets        |

The search ignores Vietnamese diacritics and matches even when a few words are missing, so you do not need to type it exactly.

### 2. See what the dashboard proposes

Each row in the result table shows what will be changed on the ticket:

| Column                  | Meaning                                                                        |
| ----------------------- | ------------------------------------------------------------------------------ |
| **Ticket**              | the ticket ID; click to open it on SDP                                         |
| **Rule**                | which rule matched, and the match percentage                                   |
| **Subject**             | the current subject; the orange line below is the new subject that will be set |
| **Requester**           | current requester → who it will be changed to                                  |
| **Tình trạng** (Status) | **Cần cập nhật** = will be changed · **Đã đúng** = skipped                     |
| **Resolver**            | **ready** if the ticket can be closed right away                               |

{% hint style="info" %}
At this step **nothing has been changed on SDP yet**. This is only a preview.
{% endhint %}

A ticket marked **Đã đúng** (Already correct) is one that was handled before — the dashboard keeps it in the list so you can see it is done, not so you redo it.

### 3. Apply

Tick the tickets you want, then press the apply button. The dashboard will:

1. update the requester, subject, and category according to the rule
2. add a worklog based on the schedule you set in the **Worklog bắt buộc** (Required worklog) block
3. close the ticket with the resolution content built into the rule (if the rule allows it)

{% hint style="warning" %}
This step **edits real tickets** on SDP and cannot be undone. Check the list before you press it.
{% endhint %}

## Required worklog

Every closed ticket needs a worklog. This block lets you set a time window, and the dashboard divides the time across each ticket:

| Field                                          | Meaning                                    |
| ---------------------------------------------- | ------------------------------------------ |
| **Worklog date**                               | the date to log the worklog against        |
| **Time start** / **Time end**                  | the window to allocate                     |
| **Min / Max phút/ticket** (minutes per ticket) | roughly how many minutes each ticket takes |

The worklogs do not overlap in time. The label in the top-right warns you if the window is too narrow for the number of tickets selected.

## Where rules come from

Rules are configured in [Settings](/ticket-dashboard-en/user-guide/settings.md) → Ticket Tools. Each rule defines:

* which subjects it matches
* whether to change the requester / subject
* what category to set
* whether it can close automatically, and the resolution content

If the ticket you need to handle has no rule yet, ask your dashboard administrator to add one.

## Onboarding

For new-employee onboarding rules, the **Onboarding** column lets you preview and send the account-provisioning email. Always **preview** the content before sending — the email goes straight to the new employee.