Restricting groups from Cancelling an Incident

[Danny Barker]

We have noticed recently that some techs have cancelled incidents verses resolving.  What is best practice for either removing this state for some groups or not allowing them to select it on the incident form.  Is there an ACL that needs to be modified or would it be a UI Action or BR that should be put in place.   

Any help would be much appreciated.

[Saloni Suthar]

Hi @Danny Barker ,

The cancelled state is necessary because if ITIL users find duplicate incident or unnecessary incident, they can cancel the incident instead of resolving it. I believe it is a training issue. I would recommend training the users and explain them the difference between cancel and resolve states.

[Jitendra Diwak1]

Hi @Danny Barker,

Please configure the resolve state in your IM module and guide the users what is difference between can and resolve the incident. This is what SeviceNow works.

Please accept my solution if it works for you and thumps up.

Thanks

Jitendra