How to promote closed incidents to Major?

[Fernanda Maia F]

Hello,

I'd like to know how to promote closed incidents to Major incident by script.

I know that is not a good practice and I explained it to the client, but these are olds incidents when Major Incident module were not used by them. They want these records showing in the indicator.  

I'd like to do this update without affect the SLA, metrics and other similar things.

Someone could help me?

[Allen Andreas · Accepted solution]

Hi,

You could write a background/fix script that queries your Incidents...filtered for the relevant records, and then set the Major Incident State field to Accepted. If you're with a partner, I'd recommend speaking with your peers on how to do this if you're unsure.