How to cancel duplicate incident tickets at once in Service now

[NikhilS]

Hello,

I have multiple Incident ticket alerts with the same issue in Service Now (SNOW).

I would like to keep the one ticket and cancel the remaining duplicate tickets. 

But cannot find the option to cancel the duplicate tickets at once by selecting all the tickets and cancel.

Currently i have to cancel one by one ticket and it's time consuming.

Thanks,

Nikhil S

[Shane J]

I don't recall there being an OOTB way to do this.

Normally with Incident if you're going to update multiples at once like this, you'd:

1. Start in the List view
2. Update the 'Close notes' of all of the duplicates by selecting the multiple records at once
3. Update the 'Close code' in the same manner
4. Update the 'State' in the same manner

Your build may not allow this however.

[NikhilS]

Hi Shane,

Thanks for the information.

May I know how to update the close notes of multiple tickets 'at once'. I think we have to open each ticket and update.

Regards,

Nikhil

[Vishal Khandve]

Hi Nikhil,

First add the close notes on list view, if not.

Add filter for duplicate incident, then select the close notes column using shift+ down key after that press enter and the notes there.

Thanks,

Vishal Khandve

[NikhilS]

Hi Vishal,

Thanks for the info.

I think my account lacks authorization to add Close notes in the list view. 

Will check on this.

Regards,

Nikhil