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,

Can you also mark answer as correct if this has helped/resolved.

Regards

Ankur

[Manikandan Subr]

Hi Ankur,

This was helpful but not resolved my issue. What i want to do is, when the user selects multiple incident and clicks on update it needs to open the incident form and he would need to have necessary fields, upon populating these information, these information should be updated for all the incidents. It like filling 1 incident, and updating multiple incident fields with this information. What is the best to go about this?

[Ankur Bawiskar]

Hi Manikandan,

if that is list ui action as I assume; show a popup and ask the values for mandatory fields and then update all the selected incident with that value

prompt box you can use for taking input from user

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

[Ankur Bawiskar]

Hi Manikandan,

for this type of requirement have this approach;

1) create list choice UI action

2) from that UI action call UI page and have the fields required to be filled on that UI page

3) send the selected sys ids to the UI page

4) in the UI page client script get the sys ids and get the field value and iterate over the records and update them

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

[AbhishekGardade]

Hello Manikandan, 

You check out below article that will help you to achieve your requirement.

https://www.servicenowguru.com/system-ui/glidedialogwindow-quickforms/

There is special way to call server side and client side code in single UI Action.

https://www.servicenowguru.com/system-ui/ui-actions-system-ui/client-server-code-ui-action/

I have similar requirement in my project. If you need a any help regarding code or steps to follow. please do ask for help.

Best Regards,

Abhishek Gardade