any way to bulk update incidents besides update all/selected.

[RBlor]

So my service desk team wants to bulk update child incidents of a parent ticket by using update all/selected but they seem to fail the acls and arent able to adjust those field level acls and ui policies.

is there a role I can use override to allow this without giving full system admin? they have the standard itil role.

[Shivalika]

Hello @RBlor 

// Update all child tickets with parent field values

var childTickets = new GlideRecord('incident'); // Replace 'incident' with your table name

childTickets.addQuery('parent', 'PARENT_TICKET_SYS_ID'); // Replace with the parent ticket Sys ID

childTickets.query();

while (childTickets.next()) {

    childTickets.u_custom_field = 'New Value'; // Replace with the field you want to update and the value

    childTickets.update();

}

gs.info('Child tickets updated successfully');

Just run this script with whatever field updates you want. 

But if you want only then to update, then just create a "list edit" ACL on parent field in incident table. Then they should be able to update it via list view. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY*

[RBlor]

is there a way to give update all/selected access to bypass those fields level acls?

[Shivalika]

Hii @RBlor 

No, update All/selected will only come if the logged in user has access to the rows. So as I shared two solutions - one being of ACL - you would temporarily need to create a field level ACL with list edit access and role ITIL. Then they will be able to. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY*

[Ankur Bawiskar]

@RBlor 

the OOB field level ACLs will come into picture when they use Update Selected/All.

If they are not allowed to edit then please check and debug which role should be given at minimum to make this work.

If my response helped please mark it correct and close the thread so that it benefits future readers.