Thank you Jon.
#1 - Maileater:
- if you are using maileater currently, you can simply send an email to generate a log comment in each ticket
- this would require you to put the case number into the subject or body of the email (based on the text api)
I believe maileater don't have the ability to update bulk tickets with single message (mail) to maileater
#1 - pdm_text command
- this is a command line utility which uses the text api, and you can use it to update tickets via the command line
- here is some info about that: CA SDM Text API Interface - CA Service Management - 14.1 - CA Technologies Documentation
I am not sure about this, and I would like to know the text API have the ability to update bulk tickets by running command once
#3 - Web services
- You can create a custom web services app (batch file, script, etc.) to run web services calls into service desk to update those specific tickets
- this will require a bit of coding type skills
I believe, web services will help to achieve this.
#4 - Spl
- I want to use parent and child relationship in first place, Ideally , analyst provides his comment on parent ticket.
- will create a different activity type for this type comment - example (activity type : bulk comment)
- will Create a .spl to fetch the child tickets and log comment to all the child tickets with analyst provided information.
please share your comments on this.