Update bulk incidents by following Incident process

[Manikandan Subr]

Hi, The requirement is the team needs to close incidents in bulk as there will be multiple false alarm tickets created. 

The team needs to follow the incident process of State New-->Assigned-->In-Progress-->Resolved as there are few fields to be filled mandatory in each state.

Since there will be 500-600 incidents, we would need to automate this process. The same option like "Update Selected" where you can either update all or update selected with the fields in the incident form, but i would need to follow the process in this where the users needs to click on each UI actions and go to resolve. By doing this activity once, all the incidents must be updated with these changes. Any thoughts?

[Ankur Bawiskar]

Hi Manikandan,

you can have below approach:

1) create schedule job which will query the incident table with particular state

ensure you give proper timing like run daily midnight etc; run as system admin etc

first change the state from new to assigned

then change state from assigned to in progress

then change state from in progress to resolved

in each of the stages you can populate the mandatory fields such as during moving from in progress to resolution you can populate close notes, close code etc

sample script:

moveToAssigned();

moveToInProgress();

moveToResolved();

function moveToAssigned(){

try{

 // script to query and update

}

catch(ex){

gs.info('Exception in function moveToAssigned ' + ex);

}

}

function moveToInProgress(){

try{

 // script to query and update

}

catch(ex){

gs.info('Exception in function moveToInProgress' + ex);

}

}

function moveToResolved(){

try{

 // script to query and update

}

catch(ex){

gs.info('Exception in function moveToResolved' + ex);

}

}

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Manikandan Subr]

Hi Ankur, I would need to trigger this action when the user filter the list and click on update all. How would I do it?

[Ankur Bawiskar]

Hi Manikandan,

Do you want this to be user driven or system driven i.e. automatic

if from user then have a list choice button

but you need to decide which records it can select from the list based on list button condition

only allow users to select incidents in new state; etc

when should this button be visible?

script

var sysIds = g_list.getChecked().split(',');

this array you can use to query incident table and update the records accordingly

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Saurav Maiti]

Why not use background Script to do this?