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.

[SN_Learn]

Hi @yasserbouat ,

Please check the condition field defined in the UI action(it is not satisfying the condition) that is the reason why it is not clickable/greyed out.

[yasserbouat]

Hello,

Thanks for your reply, but : 

1) The button is not greyed out when I tried the article solution, it was clickable but nothing happen : the selected tickets remains unclosed !

2) Is there another solution pleaze ?

3) When you said I have to check the condicition : what should I modify pleaze ?

Thanks

[SN_Learn]

@yasserbouat ,

In the screenshot, It looks like that the button is not clickable so I suggested to check the below field for your setup UI action:

Could you please share the screenshot of scripts that you have setup? Thanks

[yasserbouat]

Hello,

Thanks for your reply, 

The button was greyed out because i update the ui policy as active = false to prevent my coworkers to use it : that s all.

Now, do you suggest me to use the solution in the article https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/incident-manageme... with the condition as you highlited in the previuous response ?

Also, if you know another working solution don't hesitate to send it to me please.

Thanks