Configure Agent Bulk Update Safety
Bulk Update Policy is the tenant safety boundary shared by Richard's conversational bulk updates and the frontend/Excel bulk-update flows. Tenant admins configure it under Configuration -> ITSM -> Agent Ticketing -> Bulk Updates. The backend stores the normalized policy in tenant_attributes.settings.agent_bulk_updates and exposes the effective defaults and hard limits through /api/admin/agent-bulk-update-policy.
Steps
- Go to Configuration -> ITSM -> Agent Ticketing and open the Bulk Updates tab.
- Review the effective policy, defaults, and backend hard limits before changing tenant values.
- Choose conservative record, field, risky-field, and preview limits for the tenant.
- Decide whether permitted risky fields are allowed and add only narrow field classifications when needed.
- Save the policy; Richard and Excel/frontend preflight checks use the new effective values.
- Use Recent Bulk Operations to inspect outcomes and revert an eligible update only after reviewing its retained before values.
Notes
- Richard has an absolute backend ceiling of 25 records per conversational bulk update; tenant settings can lower that limit but cannot raise it.
- The current hard limits are 25 records, 10 fields, 2 risky fields, and 25 preview rows; always trust the hardLimits returned by the API if these values change.
- Identifiers, tenant/user/permission tables, audit history, secrets, relationship IDs, and system-managed or structured fields are hard-blocked and cannot be made safe with a field override.
- A field override can classify a permitted field as normal or risky, but cannot bypass a hard block.