Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.51

Use > Incident Management > Incident Management workflows and user tasks > Close multiple incident records

Close multiple incident records

Applies to User Roles:

System Administrator

You can close multiple incident records or a set of incident records using mass close. For example, you may want to close multiple incident records that have been rejected.

To close multiple incident records:

Click Incident Management > Search Incidents.
Use search or advanced search to find one or more records. Select the View list of incident records you want to close. For example, select Rejected Incidents to close multiple incident records that have been rejected.
Using the scroll bar and the ctrl key, click the individual records that you want to include in the mass close. Each record you select remains highlighted.
Click Mass Close. The Mass Close Incidents form opens.
Provide resolution information in the following fields:
- Fix Type: select permanent or temporary.
- If the service delivery units were unable to fix the issue, select SDU unable to fix.
- Click Fill in the Resolution Code field to generate a record list of possible resolutions and choose one.
- Click Fill in the Resolution Analysis Code field and choose one.
- Click Next.
- Type an explanation in the Solution field.
Click Finish. The mass close process starts, and then displays each incident number as it is closed. A message also states that related interactions will be processed normally.

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