Multiple tickets

[nick71]

a server has generated multiple alerts which has created multiple tickets onto our Service Now Instance. Is there any quick way these tickets can be bulk closed? A suggestion was to delete them as they relate to all the same issue, but I an concerned with this way.

Please advise of any suggestions  

[Shiva Thomas]

Hi Nick,

The one-shot, let keep it simple, solution to do it would be do do a search using the filter to get all affected tickets in one page, select them all using the checkbox on the bottom of the view, then use the choice list next to it to delete them all via the "Mass close incidents" option.

[Shiva Thomas]

If this happens often, you may want to create an advanced business rules to cancel the creation of duplicate tickets if a similar one have been created less than one minute ago. This will require you to use some JavaScript.

[Ivano B]

Hi Shiva

Quick question. On which version of ServiceNow are you.

I don't have that UI Action available on the instances i'm working at the moment

Am i missing a plug in ?

Cheers

R0b0

[Ivano B]

Hi Nick

Delete the records - as pointed out in your previous entry - is wrong.

If you know exactly what the tickets are than you can create script back ground to close them.

Otherwise another option can be - in case you have no restrictions on lists

1- create a query to obtain the right tickets

2- highlight the records from the list using shift + arrow down

3- change the statuses of all of them directly

Cheers

R0b0