Create a UI action to close multiple incidents

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 2 min. de leitura

    • Create a UI action to close multiple incidents at once from the Actions list in the list view.

    Antes de Iniciar

    Role required: business_rule_admin (for business rule), ui_action_admin (for UI action), or admin

    Por Que e Quando Desempenhar Esta Tarefa

    Closing an incident from Actions list adds the same close note to all the incidents that are closed and does not require the list_updater role. Implementing this process requires a script include that is referred from a UI action and a custom UI page.

    Procedimento

    1. Navigate to All > System Definition > Script Includes and click New.
    2. Create the script includes with the following information.
      • Name: IncidentClosure
      • Client callable: Select the check box
      • Active: Select the check box
      • Script: Paste the following information:
        var IncidentClosure = Class.create();
IncidentClosure.prototype = Object.extendsObject(AbstractAjaxProcessor, {
    closeIncidents: function() {
        var selectedIncidents = this.getParameter("sysparm_incidents");
        var notes = this.getParameter("sysparm_closeNote");
        var code = this.getParameter("sysparm_closeCode");
        var incidentGr = new GlideRecord('incident');
        incidentGr.addQuery('sys_id', 'IN', selectedIncidents);
        incidentGr.query();
        while (incidentGr.next()) {
            incidentGr.setValue('state', 7);
            incidentGr.setValue('close_notes', notes);
            incidentGr.setValue('close_code', code);    
            incidentGr.update();
        }
        return true;
    },
    
   type: 'IncidentClosure'
});
    3. Save the record.
    4. Create the following steps to create a UI page.
      • Name: mandatory_fields_to_close_incident_ui
      • HTML: Paste the following information:
        <?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
    <style>
        #content_row .reference-label {
            padding-right: 15px;
        }

        #page_timing_div {
            display: none;
        }
    </style>
    <form class="form-horizontal">
        <div class="form-group">
            <label class="col-xs-4 control-label">
                <span style="padding-right: 5px;"></span>
                <span class="label-text">${gs.getMessage('Resolution code')}</span>
            </label>
            <div class="col-xs-5 form-field input_controls" style="line-height: 32px;">
                <select name="closeCode" id="closeCode">
                    <option value="" selected="SELECTED" role="option">-- None --</option>
                    <option value="Solved (Work Around)" role="option">Solved (Work Around)</option>
                    <option value="Solved (Permanently)" role="option">Solved (Permanently)</option>
                    <option value="Solved Remotely (Work Around)" role="option">Solved Remotely (Work Around)</option>
                    <option value="Solved Remotely (Permanently)" role="option">Solved Remotely (Permanently)</option>
                    <option value="Not Solved (Not Reproducible)" role="option">Not Solved (Not Reproducible)</option>
                    <option value="Not Solved (Too Costly)" role="option">Not Solved (Too Costly)</option>
                    <option value="Closed/Resolved by Caller" role="option">Closed/Resolved by Caller</option>
                </select>
            </div>
        </div>
        <div class="form-group">
            <label class="col-xs-4 control-label">
                <span class="label-text" style="">${gs.getMessage('Resolution Notes')}</span>
            </label>
            <div class="col-xs-7 form-field input_controls">
                <textarea required="true" class="form-control" value="closeNotes" id="closeNotes" type="text"></textarea>
            </div>
        </div>
        <div class="form-group" style="padding-right:20px;margin-bottom:0;padding-left: 75%; line-height: 45px;">
            <g:dialog_button id="cancel_button" type="button" style_class="$btn btn-default" onclick="actionCancel()" style="min-width: 5em;">${gs.getMessage('Cancel')}</g:dialog_button>

            <g:dialog_button id="ok_button" type="button" onclick="actionOK()" style_class="btn btn-primary" style="min-width: 5em;">${gs.getMessage('OK')}</g:dialog_button>
            <div class="clearfix"></div>
        </div>
    </form>
</j:jelly>
      • Client script: Paste the following information:
        function actionOK() {
    var modal = GlideModal.prototype.get("mandatory_fields_to_close_incident_ui");
    var incidents = modal.getPreference("selected_incidents");
    if (incidents) {
        //close the incidents
        var glideAjax = new GlideAjax("IncidentClosure");
        glideAjax.addParam("sysparm_name", "closeIncidents");
        glideAjax.addParam("sysparm_incidents", incidents);
        glideAjax.addParam("sysparm_closeCode", $("closeCode").value);
        glideAjax.addParam("sysparm_closeNote", $("closeNotes").value);
        glideAjax.getXMLAnswer(function(answer) {
            GlideModal.prototype.get("mandatory_fields_to_close_incident_ui").destroy();
            GlideList2.get('incident').refresh();
        });
    }
}

function actionCancel() {
    GlideModal.prototype.get("mandatory_fields_to_close_incident_ui").destroy();
}

(function() {
    var okButton = gel('ok_button');
    var closeCodeEl = gel('closeCode');
    var closeNotesEl = gel('closeNotes');
    okButton.disabled = true;
    closeNotesEl.value = "";
    closeCodeEl.on('change', function() {
        if (closeCodeEl.value !=="" && closeNotesEl.value !=="")
            okButton.disabled = false;
        else
            okButton.disabled = true;
    });
    closeNotesEl.on('input', function() {
        if (closeCodeEl.value !=="" && closeNotesEl.value !=="")
            okButton.disabled = false;
        else
            okButton.disabled = true;
    });
})();
    5. Save the record.
    6. Complete the following steps to create the UI action for closing multiple incidents.
      1. Navigate to System Definition > UI Actions and click New.
      2. Create the UI actions with the following information:
        • Name: Close incidents
        • Table: Incident [incident]
        • Show update: Select the check box
        • List choice: Select the check box
        • List v2 Compatible: Select the check box
        • Client: Select the check box
        • Onclick: closeIncidents()
        • Condition: current.getValue('state') !== '7'
        • Script: paste the following information
        function closeIncidents() {
    var list = GlideList2.get('incident');
    var title = list.getTitle();
    var incidents = list.getChecked();
    if (incidents) {
        var o = new GlideModal('mandatory_fields_to_close_incident_ui');
            getMessage("Close Incidents", function(msg) {
                o.setTitle(msg);
                o.setPreference('selected_incidents', incidents);
                o.render();
            });
        }
    }
    7. Save the record.

    Resultado

    Service desk agents can close multiple incidents using Close incidents in the Actions list below the Incident list.