Issue with mass closing of Snow Tickets

[Shweta Mayekar]

I am unable to select multiple tickets and close them.

Usually I was able to select multiple tickets - and I would double click to change status. (even for only one)

Now, there is no option - stating "Security prevents writing in this field"

So the problem is two fold :

1. Cannot select multiple tickets.
   2. Cannot change status by double clicking

I was able to do this before ServiceNow changed

PFA.

[Mohith Devatte · Accepted solution]

Hello @Shweta Mayekar ,

1) For the first issue can you check in your sys_properties.list table whether this below property is set to some value or not ?

glide.xmlutil.max_enitity_expansion

If the property is not there i would suggest to create  a HI case as we did the same when upgrade happened and  the suggestion from service now was to create this property with a value of 3000 and type as integer and we ended up in creating this property and giving value of 3000.

This property allows multiple editing in list view.

please check below link for more details on property

https://docs.servicenow.com/en-US/bundle/sandiego-platform-administration/page/administer/security/r...

Even though i know this is the fix please raise a HI case to double check with service now.

2) And For the second issue please check if there are any list_edit type acls on your table and try debugging them .Usually list edits are controlled by list_edit type ACL's 

Please mark my answer correct if it helps you 

[Mark Manders]

This is not a change via an upgrade or patch, so please consult you system administrator on why this has now been changed. The reason could very well be that too many people were mass updating tickets that had to be reverted or something like that.

If my answer helped you in any way, please then mark it as helpful.

Mark