Re-assign multiple incident records

[sharonjanisch]

Is there a way to re-assign multiple incident records?   Both the Assigned To and Assignee would be changing and we would want the appropriate notifications to be triggered. 

[Ian Mildon · Accepted solution]

As long as there are no restrictions in place, the easiest way to do this would be from the list view. You would have to do the Assignment Group and the Assigned To separately but you can update multiple records at a time.

This link provides further details:

https://docs.servicenow.com/bundle/kingston-platform-user-interface/page/use/using-lists/task/t_EditMultRecUsingListEditor.html  

[scott barnard1]

Hi Sharon

Are you trying to do this as a fullfiller or is this a more generic question?

You can filter the list of the incidents then do a bulk update. You could write a fix script. There are a few ways but it depends on your use case and organisation.

From experience it's not normally done to swap assignment group and to pick an assignee. 

Are you using skills and auto agent routing?

Incident is a very popular area for customisation so I guess you need to be careful.

In a personal dev instance try the bulk update and the fix script see which you prefer.

Alternatively you could create an assignment rule with the conditions you want then just blank the assignment data. With no data in the assignment field the rules will kick in and do the job etc.

Let us know how you get on

[sharonjanisch]

We are not using skills or auto agent routing.   Originally I did not think the notifications were being triggered with the list editing but I must not have waited long enough.  I think that will just work for our purposes.  Thanks for all the suggetsions. 

[vinothkumar]

Hi,

You can edit the values in the list edit and change the assigned to field. You can also change the maximum number of records to display in your list view and update the record and it will also trigger notification, because anyhow it is a server side change