Is it possible to do a mass closing of the Incidents

[Nikita43]

Is it possible to do a mass closing of the Incidents in the specific group with the following information?

Caller: Guest
Short Description: ***
Assignment group: ***

Caller: Guest
Short Description: 
Assignment group: 

These are not worked by any and need to be Resolved with no action. Is there a way to setup auto-closure on these as well? That way when they come in, they automatically close?

The incidents need to be closed the existing and future incidents too please do suggest a detailed solution

[Filipe Cruz]

Hello @Nikita,
You can do two things:

1. Create a fix script to auto-close incidents (this will process your backlog of incidents)
2. Create a before insert BR that will set the incident automatically to closed in specific conditions.

This way, as soon as the incident lands in the incident table, if the condition match, then the incident will be automatically closed.

Do you need detailed code to do this?

If my answer is relevant for you, please mark it as helpful!

Thanks,

Filipe

[Subrahmanyam2]

Hi Nikita,

For closing, Felipe already suggested the idea.
But for future incidents, in my view, you need to find the root cause for the creation of such incidents, and avert the issue at the root level.

One scenario where this could happen is Inbound email integrations.

Inbound email integrations decides if an existing user is performing the transaction or not using multiple steps. Please check how inbound action decides the user who is doing the transaction at below link.

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/notification/referen...

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/notification/referen...

If the system is unable to find specific users in the system based on email, then it will pick the guest user and performs the transaction or inbound email action logic using guest account. So in your inbound email action script, if you are utilizing gs.getUserID() and assigning it to caller_id, then in the case explained above, it is possible that system is creating incidents with guest account as customer.

Please evaluate the business scenario, and who is raising these incidents through emails, whether these are raised by Vendors using their personal or vendor email address, rather than profile email address.
Check if it needs communication so that legitimate users report issues properly.

If these are really valid issues, you might want to change the inbound email action code to discard these emails and skip the creation of incident.

Hope this helps!

Thanks and regards,

Subrahmanyam Satti

[Filipe Cruz]

Nice analysis you did @Subrahmanyam Satti!
The only scenario I see where those incidents need to be created is for reporting purposes, only if there are actions performed on top of those incidents.

But as you said, the best path to follow is to avoid the creation of such incidents.

Best Regards,

Filipe Cruz