Resolving 100s of incidents in mass

[jbruns2019]

This has been a long time weakness of this tool and for large enterprise customers, it is a real pita.

Let's pretend I have 50 incidents I want to close all at once.  The product fails to allow this in the UI.  Sure, if I had the right credentials, I could script it but that is not what this forum post is about.

We need to be able to check the check box on top left which checks all rows in my current view (functionality exists today) but in the "Actions on selected rows", where is the resolve all?  Can't even believe I have to suggest this.

We need "Resolve All" added to the "Actions on selected rows" drop down so that I can supply the criteria one time and press 1 button that would resolve all rows selected on previous screen.

[Rafael Batistot]

Hi @jbruns2019 

May you via background script 

(function() {
// Define a query for the incidents you want to resolve
var gr = new GlideRecord('incident');
gr.addQuery('state', '!=', 6); // Exclude already resolved
gr.addQuery('active', true);
gr.setLimit(50); // limit to avoid mass accidental updates
gr.query();

var count = 0;
while (gr.next()) {
gr.state = 6; // Resolved
gr.close_code = 'Solved (Permanently)'; // adjust to your close code
gr.close_notes = 'Resolved via bulk background script';
gr.resolved_by = gs.getUserID();
gr.resolved_at = new GlideDateTime();

gr.update();
count++;
}

gs.print('Resolved ' + count + ' incidents.');
})();

[jbruns2019]

Thanks for the script code but my forum entry is UI only.

[Pradeep Thipani]

Hi @jbruns2019 ,

Once you select the required incidents to mass resolve, Right click and use Data Management option. Attached the screenshot below with update all preview option.

Then set the field values how you want to update with mandatory fields.

Make sure you have selected the correct incidents to update all, verify using preview button once you click on data management-> Update all with Preview

Thanks,

Pradeep

[jbruns2019]

Wouldn't it make more sense to put "Resolve All" in the "Actions on selected rows" drop down?