I want to Resolve and Close all tickets of a particular Incident Area from back-end?
Here is my suggestion:
1. Whilst displaying the Incident List, click on Show Filter.
2. In the filter, type in the area in Incident Area (e.g. "Email") and click Search.
3. Scroll to the bottom of the page. At the lower right of the list, note the total number of records (e.g. 1-25 of 500); on the bottom of the list at the lower left, notice that there is a "View All ($)" function. Click on "View All". Here is a screenshot from my system (I happen to have 28 records in total, not 500)
4. Scroll to the top of the page. On the upper right, click on the "Edit in List" button. The first entry in the list is automatically highlighted.
5. Type in the value of the status that you require (e.g. "Closed"). The Status field of the first entry in the list is automatically changed (but not saved). The status value for the entry is highlighted.
6. Click on "Change All" button which is above the fields displayed when you clicked "Edit in List".
The Status field of all entries in the list is changed to Closed. The status values are highlighted.
7. Click the "Save" button.
1. As mentioned in other updates, change via backend is not recommended (nor officially supported).
2. Keep in mind that the update may take some time to complete successfully.
3. If you want to do the above page by page with list larger than 25 per page, you could configure the maximum for the lists but this would affect all lists displayed in the system, not just the edit-in-list for the Incident List. And so, you could instead use the filter to further restrict the number of entries returned; that is, for example, restrict by Area and by Earliest Open Date, increasing Open Date for subsequent filters.
4: Be sure that the status transitions for incidents are configured such that the change of the original Status to the desired Status (of Closed, in this case) succeeds, or follow the transitions according to the valid status transitions configured in your system. (e.g. change Open to In Progress, followed by changing In Progress to Closed).
I would not recommend doing this via the back end.
Instead either use webservices or search for those tickets on the GUI and use the Edit-In-List feature to resolve\close those tickets in bulk.
In EDIT-IN-LIST am able to save only 1 ticket at a time but I want to close all ticket for a particular Incident area.Please suggest
Hi, you can change more than one ticket using edit in list. First change one record, the press Change All. It will change all records in the current list.
A few ideas on closing out cases in bulk:
- You can obtain a list of all such tickets and use maileater to create a mail script that will update the tickets for closure
- You can create a script that will close each ticket in turn. The following tech doc would form the central basis of this functionality: How to close a ticket from the command line. - CA Knowledge
- The above edit in list function can also do this from the GUI
Currently, there is no specific back end function that does what you are asking.
Following the steps provided by gbruneau , are you able to use the Edit In List feature to close multiple SDM tickets?
Yes I am able to close multiple(all ticket of a page i.e. 25) tickets at the same time .Can you please tell me how to increase that page size ?
How many tickets fall in this category that you need to close\resolve?
Approx 500 tickets
You could run pdm_extract based in the criteria and dump the tickets to a file. Then update status to closed in the file, followed by pdm_userload to update the records.
Brian_Mathato, the suggestion you have given would NOT work at all and using pdm_extract/load like that is not reccomended. Updating a ticket to a closed status requires not just setting the status of the case to closed. The active flag needs to also be set, along with any outstanding SLO's and child cases that need to be addressed as well.
SiladityaDhar: Please describe what exactly are you attempting to achieve. Is this category something that is being retired or was part of a test and that the associated tickets all need to be closed out en masse? Please provide more specific information behind why you're trying to close 500 or so cases.
Have a look at a similar thread which might help...
close bulk tickets with comments in CA service desk r12.7.
It looks like there is a bit more involved in that link than simply doing an extract or a load. I can't validate the steps, Timur posted them, so I do trust it likely works well though.
Doing an extract and load is more likely to cause issues
Thank you very much.
Do you have any additional questions regarding this topic?
If not, please mark one of the provided answers as Correct so that this thread can be closed.
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