Update multiple incident records

You can use mass update to update a value in one or more fields for multiple incident records. For example, if you want to update multiple high priority incident records, select the high priority view of the Incident queue. The value you enter for a particular field becomes the value for that field for all the records you selected for mass update.

You can use complex update to enter expressions as instructions for actions to be performed on multiple incident records.

To update multiple incident records by using Mass Update:

1. Click Incident Management > Search Incidents.
2. Use search or advanced search to find one or more records. Select the View list of incident records that you want to update. For example, select High Priority Incidents to update multiple high priority incident records.
3. Use the arrow keys to move to a row and then use the space bar to select individual records. A range of records can be selected using Shift+Spacebar. You can also use the scroll bar and the ctrl key to select individual records.
4. Click Mass Update.
5. Update the fields to be included in the mass update:
   1. Double-click the field that you want to update, and then type the value for the field in the box or use the Fill feature to display a list of potential values for the field.
   2. Click Next.
   3. Continue updating the fields that you want included in the mass update.
   4. Click Next after each update.
   5. Click the Activity Update field to document what is included in the mass update. When the mass update is complete, these notes display in the Journal Update of the Activities section for each record.
6. Click Execute. Mass update starts, and then displays each incident number as it is updated.
7. If an incident record cannot be included in the mass update, you can choose to:
   • Retry: Retry the mass update.
   • Skip: Skip the incident record to exclude it from the mass update and continue with the next record.
   • End: End the mass update, and retry later.

To update multiple incident records, using Complex Update:

1. Click Incident Management > Search Incidents.
2. Use search or advanced search to find one or more records. Select the View list of incident records you want to update. For example, select High Priority Incidents to update multiple high priority incident records.
3. Click Mass Update.
4. Click Complex Update.
5. Follow the instructions in the complex update form and type the expressions in the Instructions to be executed ONCE at the beginning of mass add/update field and the Instructions for action on EACH RECORD field.
6. Click Execute.
7. If an incident record cannot be included in the complex update, you can choose to:
   • Bypass: Bypass the invalid message and include the incident record in the complex update.
   • Skip: Skip the incident record to exclude it from the complex update and continue with the next record.
   • End: End the complex update, and retry later.