Close multiple incidents from a list

Service desk technicians with the list_updater role can close multiple incidents from an incident list and attach the same close notes to all of them.

Before you begin

Role required: list_updater

About this task

The administrator can also configure an action to appear in the Actions choice list below the list, and make it available to users without the list_updater role. For more information, see Create a UI action to close multiple incidents.

Procedure

  1. Select the check box beside each incident to be closed.
  2. Perform the appropriate action for the version of lists.
    OptionDescription
    List v3 Open the list title menu and select Update Selected.
    List v2 Right-click any list column header and select Update Selected.
    The Incident form appears.
  3. Set the State to Closed.
  4. Select a Close code and enter notes in the Close notes field.
  5. Click Update.
    The changes apply to all the selected records.