Change Status of Multiple Incident TicketsChange Status of Multiple Incident TicketsYou can change the status of multiple incident tickets manually. Sometimes, the status of the incidents changes automatically. For example, after you assign an owner to multiple incidents, the status of those incidents changes to QUEUED. All globally-related incidents update when you change the status of multiple global incidents.
You might need security authorization to change a status manually.
On the List tab in the Incidents (SP) application, select the Select Records check box at the bottom of the page. A check box opens next to each record on the List tab.
Select the incident records whose status you want to change. You might need to narrow your result set before you can select records.
Note: To select
a record, click the Select Record
check box.
To cancel a selection, clear the check box.
To select all records in the result
set, select the check box next to the column header.
From the Select
Action menu, select Change Status, or in the Toolbar, select or click
Change Status 
to
open the Change Status dialog box.
In the New Status drop-down list, select a new status.
If appropriate, you can change the date in the Status Date field and enter information about the status change in the Memo field.
Click OK to apply the status change and update the Status field.
Note: If you change records to a RESOLVED status, and you own those records, you might want to stop the timer or otherwise report time spent resolving the issues.
When incidents reach a status of RESOLVED or CLOSED, the system updates the related activities (work orders) to reflect the RESOLVED or CLOSED status.
In some cases, a follow-up record might change the status of its originating incident. The service desk administrator configures these options. See the Related Records topic for more information.
The system might be configured to route a record when its status changes or to notify another party of a status change. See your service desk administrator for assistance.