Editing Closed Request Fields as Admin

[Elana]

Hello Everyone,

I have an excel sheet of records data, and as an admin on Prod instance I want to be able to edit closed complete request fields which are read only  to match with the excel I have, how do I do this in the best way with minimal manual work?

[Deėpak Sharma]

Hi @Elana 

the best way to handle this is through an Import Set using a Transform Map. 

Just go to Load Data, upload your Excel sheet, and create a Transform Map pointing to your target table (like sc_req_item or whatever request table it is). Make sure you set the ticket Number as your Coalesce field so the system knows to update the existing records instead of inserting new ones.

The most critical part for updating closed records: on your Transform Map record, make sure you uncheck the "Run business rules" box.

Also i want to highlight that modifying closed records in Production is considered a bad practice. Once a ticket is closed, it is supposed to be an immutable historical record. Changing data after the fact can skew historical reporting and potentially violate compliance audits.

Happy to help! If this resolved your issue, kindly mark it as the correct answer ✅ and Helpful and close the thread 🔒 so it helps other community members too.

Warm Regards,

Deepak Sharma

Community Rising Star 2025

[sachinvic]

@Elana 

For minimal manual effort, you can use an **Import Set with a Transform Map** to update existing records from Excel.

1. Identify the target table and the fields that need correction.
2. Import the Excel file into a staging table.
3. Create a Transform Map and use a unique identifier, such as the request number, with **Coalesce** to match existing records. Configure it for updates only so unmatched rows don't create new records.
4. Before running the full import in Production, test a small sample in sub-production and verify the field restrictions and any business logic triggered by the update.
5. After approval, run the controlled update in Production and validate the results.

**Important:** First confirm why the fields are read-only after closure. Don't disable OOTB Business Rules or security controls just to bypass the restriction.

FYR: Updating records using Coalesce

https://www.servicenow.com/docs/r/integrate-applications/system-import-sets/c_ImportSetCoalesce.html

Helpful? Please mark the response as Accepted Solution ✅ and close the thread — this helps future readers find the solution faster.

Regards,
Sachinvic
✨ ArchX Certified | ✨ 16x ServiceNow AI MVP