Ability to mass close incidents for User assigned to his group.

[varaddd]

In ServiceNow , can a user from a specific assignment group, close multiple incidents or mass close the incidents assigned to that assignment group, without requiring the admin role ?
Currently for a user to be able to do this he requires>> itil, list_updater, sn_incident_write, OR admin.
What is expected ?
Let's suppose there is a user A from Assignment group Snow-Team. He should be able to mass close incidents assigned to his group.

[GlideFather]

Hi @varaddd,

itil role is the lowest prerequisite to even access and update the incidents... 

When you say Close incident do you mean state change from Resolved to Closed or from any state to Resolved?

Because upon Resolution you need to populate Close notes and Close code, while if it would be for the Resolution  > Close, these would be already populated...

Also, you can create a parent incident linking the other incidents and then closing the parent (major) incident that would close all the child incidents but then these all would get the same resolution information, is that desired or not?

[Nikhil Bajaj9]

Hi @varaddd ,

Agree with GlideFather that ITIL is at least required and yes all incidents can be closed with making those as parent and child. But there are multiple other ways as well - Having Bulk data upload (Import set) where state and other field values can be updated. There can be a background script to change state but what is your business case, all depends on it.

Regards,

Nikhil Bajaj

[Rafael Batistot]

Hi @varaddd 

• itil → lets users work with incidents, but bulk update still needs more.

• list_updater → allows list edit / list update.

• sn_incident_write → specifically allows write access to the incident table.

• admin → too much power (not wanted).

So when you try a mass close (list update → update selected → set state = Closed), ServiceNow checks ACLs + roles. That’s why your user needs one of those higher-level roles.