Admin can close bulk inc ticket in list view?

[Dasarathi Maha1]

I have a requirement when im trying to close bulk inc ticket at a time in list view the status automatically changes to inprogress. please suggest the process that i have to follow.

Thanks

[Sonam_Tiwari]

Please make sure, you are not closing it without filling in the mandatory/ required field on those incidents. Best thing to do would be to run a fix script and close the tickets. In that fix script, you can update all the required fields to some agreed values and then close the incidents

[Ethan Davies]

Hey @Dasarathi Maha1 ,

I would caution against just setting the Incidents to the Close state. The best practice is to set the Incident to Resolved and then let the auto timer in the system set it from Resolved to Closed when the time has elapsed. This gives the Caller time to get back in touch with the Agent if the resolution provided has not resolved the issue.

Take a look at 'Update Jobs' in ServiceNow. It is a way of updating a set of records en masse without needing to do a script or work with a bunch of records in the List View. I would recommend setting the Incidents in your subset to Resolved and providing them with a Resolution Code and Resolution Notes, the system will then set them to Closed when it is time. Alternatively, if you want to set them straight to Closed, make sure that the Mandatory fields that appear when you Close an Incident are filled out in your Update Job.

[Dr Atul G- LNG]

Hi @Dasarathi Maha1 

To close any incident, we need to fill the mandatory field, like Res Notes an Res Cat. So please make sure that has been filled before you close the inc.