what is the role required to closing the change ticket bcz i have change manager role but im unable to close the change ticket

kam8
Kilo Explorer

‎05-22-2017 12:12 PM

what is the role required to closing the change ticket bcz i have change manager role but im unable to close the change ticket

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4 REPLIES 4

Mike Allen
Mega Sage

‎05-22-2017 12:17 PM

It really depends on how your ITSM team set it up.   OOB, it takes itil or task_editor.


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Pradeep Sharma
ServiceNow Employee
ServiceNow Employee

‎05-22-2017 12:17 PM

Hello Mohd,



OOTB "ITIL" role user has access to update the records. Can you please turn on ACL debugger and check which ACL is restricting the access to those users on your instance.


Using Access Control Rules - ServiceNow Wiki


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sachin_namjoshi
Kilo Patron
Kilo Patron

‎05-22-2017 12:19 PM

Change can be closed by ITIL roled users.


But, please check below OOB UI action condition which will allow you to see Close UI action on change_Request table to close change record.



gs.hasRole('itil') && !new ChangeRequestStateHandler(current).isOnHold() && new ChangeRequestStateHandler(current).isNext("closed")



Also, please check if your instance has any custom objects ( UI action, ACL...) which is preventing you to close change.



Regards,


Sachin


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kam8
Kilo Explorer

‎05-22-2017 12:30 PM

i have check all things but but i could not found any thing other than itil role access.actually cmdb field is grayout due to which change manager unable to close the ticket i thisnk asset managment group is required buit im not confirmed plz suggest if any one aware of asset management role


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