Updating multiple incidents

RightNow Service allows you to update, forward, propose, and delete multiple incidents at one time rather than performing the same action on each incident individually.

To update multiple incidents:

1	Press Ctrl while selecting each incident from an open incidents report on the content pane.

2	Click the Open button on the report ribbon.

3	To change a field for all selected incidents, select the check box next to the field and make a selection from the drop-down menu.

4	Click the Save And Close button to update and close the edited incidents.

S/MIME signing and encryption of responses are disabled when you edit multi­ple incidents simultaneously.

To forward multiple incidents:

1	Press Ctrl while selecting each incident on the content pane that you want to forward.

2	Click the Forward button on the report ribbon.

3

Follow the procedure for forwarding single incidents as described in Forwarding incidents. All of the files attached to all of the incidents you selected appear in Incident Files. Select the check box for every file attachment you want to forward with the associated incident. Recipients receive individual emails for each incident you forward; if an incident has file attachments and you selected the check boxes for those attachments, the forwarded inci­dent contains the attachments.

To delete multiple incidents:

Any incidents you delete are permanently removed from the knowledge base.

1	Press Ctrl while selecting each incident on the content pane that you want to delete.

2	Click the Delete button on the report ribbon.

3	Click the Yes button in response to the confirmation message.

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