update same comment on mass tickets

[manu18461099391]

Hi, 

Is it possible to send same comment to all ServiceNow task tickets at same time. any way to create a script for it.

Regards

Manu

[Mark Manders · Accepted solution]

Yes, but don't. Comments are customer visible.

[GlideFather · Accepted solution]

If the comment will be the same for all the tickets, you can use the update job which is even script less method.

Create new > define table (e.g. incident), then select conditions what records shall receive that comment, e.g. created today and assignment group is "XYZ", then you define the update e.g. comment:

I recommend you uncheck the two checks on the first as well as on the second page as they could trigger some additional actions by business rules for example and "auto updating system fields" would rewrite the updated by and updated on fields so it is better to uncheck them.

Then continue and select when to run it - execute now or at defined date/time.

Great thing is that this automatically has a chance to revert the change back...

This is good chance to do it for occasional update, if you want to add it regularly it is better to use business rule (when some conditions are matched, then it will add a comment) or scheduled job (do it regularly - daily, weekly, etc).

Use case: there was an outage and many incidents were created and you want to add a comment to all of the incidents, either associate them with a problem record or major incident and update it from there or use the update job as described above...

Let me know if this helped you or you want to know more details.

[GlideFather · Accepted solution]

If the comment will be the same for all the tickets, you can use the update job which is even script less method.

Create new > define table (e.g. incident), then select conditions what records shall receive that comment, e.g. created today and assignment group is "XYZ", then you define the update e.g. comment:

I recommend you uncheck the two checks on the first as well as on the second page as they could trigger some additional actions by business rules for example and "auto updating system fields" would rewrite the updated by and updated on fields so it is better to uncheck them.

Then continue and select when to run it - execute now or at defined date/time.

Great thing is that this automatically has a chance to revert the change back...

This is good chance to do it for occasional update, if you want to add it regularly it is better to use business rule (when some conditions are matched, then it will add a comment) or scheduled job (do it regularly - daily, weekly, etc).

Use case: there was an outage and many incidents were created and you want to add a comment to all of the incidents, either associate them with a problem record or major incident and update it from there or use the update job as described above...

Let me know if this helped you or you want to know more details.

[Dr Atul G- LNG · Accepted solution]

Hi @manu18461099391 

To add worknotes in list view, press Ctrl + Down Arrow to select the record, then double-click on any record and add the comment. The comment will be updated for all selected records. Alternatively, you can follow the usual approach.

[MaimoonaShafeeq]

I have the same question.

[Mark Manders]

Then my question to you is the same: what is your business case? Why would you want to put the same  comment in all tickets?

And what doesn't work from the solutions provided within this question?

[GlideFather]

@MaimoonaShafeeq please refer to my comment above with the update job, it is super easy and no-code method.