The Scenario
The maintenance window closed at 6 AM. By 7 AM your team lead has confirmed that all 80 incidents raised during the window were resolved by the patching process. Someone has an Excel workbook with all 80 sys_ids in column A and a standard resolution note ready to go. The incidents need to be marked Resolved in ServiceNow before the morning shift review — not updated one at a time through the form.
The bad version:
- Open each incident by sys_id, navigate to the resolution tab, paste the resolution note, change the state field to Resolved, save.
- Do that 80 times.
- Miss incident number 47 because you lost your place in the workbook and have to reconcile the remaining open ones manually.
You were not awake at 6 AM to spend the next two hours clicking through ServiceNow forms. The point of having the sys_ids collected in a workbook was to be able to do something with them in bulk.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Excel workbook. It reads your sys_id list, connects to ServiceNow, and updates every record in the batch — no form navigation, no lost-your-place problem.
For each incident sys_id in column A, update the state to Resolved in ServiceNow and set the resolution notes to the text in column B
What You Get
- All 80 incidents updated to Resolved state in ServiceNow
- Resolution notes from column B written to each incident's resolution field
- Column C updated with "Updated" or an error message per row
- Failures surfaced with the specific error so you can triage the exceptions
What If the Data Is Not Quite Ready
Some sys_ids in column A are stale and the incidents are already closed
Trying to update a closed incident will return an error. You want to skip those.
For each sys_id in column A, check if the incident is still open in ServiceNow — if it is, update the state to Resolved and set the resolution notes from column B, writing the result into column C; if it is already closed, write "ALREADY CLOSED" into column C
The resolution notes need to include the maintenance window name, which is not in the workbook
All 80 notes should reference "MW-2026-05-14" as the source event.
For each incident sys_id in column A, update the state to Resolved in ServiceNow and set the resolution notes to column B with "Resolution from maintenance window MW-2026-05-14: " prepended, then write the result into column C
You need to reassign incidents to a specific closure group before resolving
Your process requires incidents to be owned by the "Infra Ops" group at resolution time.
For each incident sys_id in column A, update the assigned group to "Infra Ops" and the state to Resolved, then set the resolution notes to the text in column B and write the ServiceNow API response status into column C
Full kill chain: validate, normalize notes, reassign, resolve, and audit
For each sys_id in column A, verify the incident exists and is not already closed, prepend "MW-2026-05-14: " to the resolution note in column B, set the assigned group to "Infra Ops," change the state to Resolved, and write the final state and any errors into columns C and D so you have a complete audit log
One prompt handles the guard check, the note formatting, the reassignment, and the closure.
Try It
Get the 7-day free trial of SheetXAI and open the Excel workbook where your sys_id list is already waiting, then ask it to close the batch. For related workflows, see the bulk-create-incidents spoke or return to the ServiceNow hub.