How to create a button that close many incidents (checked incidents) at once

[yasserbouat]

Hello,

Please, How to create a button that close many incidents (checked incidents) at once (if I am an agent of the helpdesk) ? I followed this article but it didn't work : https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/incident-manageme... 

So, to explain more : if I am an agent , I want to check some incidents in ALL>Incidents>open and click on a button to close them all at one time : 

Thanks,

[Community Alums · Accepted solution]

Hello @yasserbouat,

I have tried to create a small POC , hope it helps you to resolve your issue.

Step 1: Create a UI Action for incident table.

Add below code

function resolveSelected() {
    var selectedIncidents = g_list.getChecked();
    if (!selectedIncidents) {
        alert("No Incidents selected!");
        return;
    } else {
        var glideAjax = new GlideAjax("IncidentUtils3");
        glideAjax.addParam("sysparm_name", "closeIncidents");
        glideAjax.addParam("sysparm_incidents", selectedIncidents);
        glideAjax.addParam("sysparm_closeCode", "Resolved by caller");
        glideAjax.addParam("sysparm_closeNote", 'Resolved!');
        glideAjax.getXMLAnswer(function(answer) {
			if(answer =='true'){
				top.location.reload();
			}
		});
        }
    }

Step 2: Create a Script Include 

Add below code

closeIncidents: function() {
        var selectedIncidents = this.getParameter("sysparm_incidents");
        var notes = this.getParameter("sysparm_closeNote");
        var code = this.getParameter("sysparm_closeCode");
        var incidentGr = new GlideRecord('incident');
        incidentGr.addQuery('sys_id', 'IN', selectedIncidents);
        incidentGr.query();
        while (incidentGr.next()) {
            incidentGr.setValue('state', 7);
            incidentGr.setValue('close_notes', notes);
            incidentGr.setValue('close_code', code);    
            incidentGr.update();
        }
        return true;
    },

The above code will close all the selected incidents with a static Resolution code and Resolution Notes mentioned in the code.

Note: Make sure you add appropriate access control to script include, else it wont get called.  

Mark this as Helpful / Accept the Solution if this helps.

[Ankur Bawiskar]

@yasserbouat 

why not use Update Selected OOB feature and it will update those records you select?

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

[yasserbouat]

Hello, and thanks for your reply, but i get this error : 

[Ankur Bawiskar · Accepted solution]

@yasserbouat 

that's OOB behavior.

the data policy is blocking the update since you didn't fill in the mandatory fields.

Populate the Resolution code and Resolution Notes field when the screen appears after clicking Update selected

Then the data policy won't block

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

[yasserbouat]

Thanks, but If the need is to create a button that allows the agent to close many selected incidents at once : do you have an idea ?

[Community Alums]

 Hi @yasserbouat  what @Ankur Bawiskar mentioned is also a best option.