How to search multiple incidents in ServiceNow®
Open the list you want, filter the Number column, and give it every number at once. TicketLasso does that part and hands back a link.
- Type your instance in the first box. It is the part of your address before
.service-now.com. We keep it on this device so you only type it once. - Paste your numbers. They can come from a spreadsheet, an email or a chat, in any mix of record types. Spaces, commas, semicolons and line breaks all work, and repeats are dropped.
- Pick which links you want, then use Copy or Open on each one.
The links are ordinary list addresses for your instance. You sign in the way you always do, and the list opens filtered to your numbers.
To check which numbers are in one export and not another, use compare two lists. To turn the same numbers into a quoted list for a query or a filter box, use the list converter.
The two ways to list them
Tasks under the RITMs
This opens the catalog task list showing every task under the RITMs you pasted (Request item.Number is one of your RITMs), plus any SCTASK numbers you pasted. When you paste only RITM and SCTASK numbers, this is the view you get first. Add the Request item and Number columns and export the list to get a RITM-to-task mapping.
One list per record type
Each record type gets its own list: incidents in the incident list, changes in the change list, and so on. Use it when you paste a mix, such as INC00XXXXX and CHG00XXXXX together.
Searching ServiceNow® for multiple values
You do not need a tool for this. Every ServiceNow® list has a filter, and for a text field such as Number you can choose is one of and paste the values, one per line. For a single record type that does the same job.
TicketLasso saves the typing. You paste once and get the links without building a filter. It takes a mix of record types in one paste. It splits a long list into several links that fit in an address bar. And you get an address you can send to a colleague or keep as a bookmark.
RITM and SCTASK: what the numbers mean
A request (REQ) holds one or more requested items (RITM). Each requested item is worked through one or more catalog tasks (SCTASK). People often have the RITM number from the requester and need the SCTASKs under it, which is what the first view lists.
Record number prefixes
TicketLasso recognises the standard prefixes below. An instance can change its prefixes. If yours uses different ones, those numbers are skipped and counted under Skipped.
| Prefix | Record | Table |
|---|---|---|
INC | Incident | incident |
CHG | Change request | change_request |
CTASK | Change task | change_task |
PRB | Problem | problem |
PTASK | Problem task | problem_task |
REQ | Request | sc_request |
RITM | Requested item | sc_req_item |
SCTASK | Catalog task | sc_task |
TASK | Task | task |
Long lists
Browsers and servers cut off very long addresses, so TicketLasso keeps each link under 1,900 characters. A longer list becomes several numbered links, such as "Link 2 of 3", and every number lands in exactly one of them. Copy all links takes them together, one per line.
Questions
How do I search multiple incidents in ServiceNow®?
Type your instance name into TicketLasso, paste the incident numbers, and open the link. The incident list opens filtered to those numbers. You can do the same by hand: open the incident list, filter on Number with "is one of", and paste the numbers one per line.
Can't ServiceNow® already filter by several values?
Yes. The list filter's "is one of" condition does this natively for a text field such as Number. TicketLasso saves you the typing, handles a mix of record types in one paste, and splits a long list into several links that fit in an address bar. It also gives you a link you can send to someone or keep in a bookmark.
Why do I get more than one link?
Browsers and servers cut off very long addresses. TicketLasso keeps each link under 1,900 characters, so a long list becomes several numbered links. Every number appears in exactly one of them.
Why were some of my numbers skipped?
TicketLasso recognises the standard prefixes: INC, CHG, CTASK, PRB, PTASK, REQ, RITM, SCTASK and TASK. An instance can change its prefixes, and a number with a prefix TicketLasso does not know is skipped and counted under Skipped. Anything that is not a prefix followed by digits is skipped too.
Are my ticket numbers uploaded?
No. The links are built in your browser, and your numbers are never stored or sent to us. They go only into the links you copy or open, which point at your own instance. Only your instance name is saved, on this device, so you do not have to type it again. The Forget button removes it. The privacy policy has the detail.
If your team needs a tool shaped around its own ticket process, Mbule.Tech can build it.