How to resolve multiple incidents at once

[morrowc]

I'd like to find a way to easily add   a note, closure code, and then resolve multiple incidents at the same time...all with the same note & closure code.   I tried following the SN Wiki for this, but am not having any success.   Any assistance will be appreciated.

http://wiki.servicenow.com/index.php?title=Closing_Multiple_Incidents#gsc.tab=0

[bernyalvarado]

Something like this is what you should be able to see:

[morrowc]

Thanks for the response.   I was going to try this in our Test instance, but won't this only change the Incident State to Resolved...right?   I need to add a note and closure code as well as Resolve these incidents.

[bernyalvarado]

Correct. You will need to do that in each field (column) you want to update.

Thanks,

Berny

[morrowc]

Ok...I've added all the necessary fields to my view and am successfully able to modify multiple incidents at the same time, however, when I attempt to update the Incident State field I receive a message stating that 'security prevents writing to this field'.   How do I bypass the security so that I am able to move multiple Incidents to Resolved?

[bernyalvarado]

You will need to change the ACL for that field.

The ACL should be named incident.state. In order to change the ACL you will need elevated privileges, which means that you must have the security_admin role and then elevate your privileges using the lock icon in the top left side of ServiceNow. If you don't see the lock icon then most probably you don't have the security_admin role.    

Thanks,

Berny