MIM question about ITIL role and child incidents

[Suzanne Powell]

I have a couple of questions regarding Major Incident Management:

1. Can any user with an ITIL role resolve a major incident or is it just the Major Incident Manager who can do this?

2. Is it only the Major Incident Manager who can close a major incident?

2. I know that if the major is resolved or closed then the child tickets are closed.   However I don't know if it goes the opposite way.   If the child tickets are resolved, does this resolve the major?

Thank you,

Suzanne

[SanjivMeher]

Only a Major Incident Manager can mark a Major Incident resolved/close.

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-manageme....

It is not the other way around. If child tasks are resolved, that wont resolve the major incident

[Dr Atul G- LNG]

HI @Suzanne Powell 

1. Can any user with an ITIL role resolve a major incident or is it just the Major Incident Manager who can do this?

Atul: Only user with ITIL  role can do (resolve ). I tried in PDI.

2. Is it only the Major Incident Manager who can close a major incident?

Atul: ITIL user cant close, it can be closed by End user.

2. I know that if the major is resolved or closed then the child tickets are closed.   However I don't know if it goes the opposite way.   If the child tickets are resolved, does this resolve the major?

Atul: If the child tickets are resolved, does this resolve the major?, NO. Its Parent child relationship but not in reverse order.