Change state to Resolve when Resolve button is clicked

Hermes14 · ‎08-19-2025

Hi,
Is it possible to modify the Resolve button so that when it is clicked, the state will change to resolved? Thanks in advance for the help!

kaushal_snow · ‎08-19-2025

Hi @Hermes14 ,

Its a out-of-the-box feature as you click on Resolve button in Service Operations Workspace It will ask you put mandatory values like Close Notes before updating the incident.

For your Custom Solution: Create Your Own UI Action

If you're okay with bypassing the modal and simply want to change the state, you can create a custom UI Action.

current.state = 6;
current.update();
action.setRedirectURL(current);

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

Thanks and Regards,
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/

View solution in original post

Ankur Bawiskar · ‎08-19-2025

@kaushal_snow

Any reason you suggested a custom UI action where there is already one?

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Bhuvan · ‎08-19-2025

@Hermes14

It is best practices to capture this information when incident is resolved and hence it is mandated. Recommendation is to not change the behaviour.

If you need to understand, how this is mandated and how to disable it, check below thread

https://www.servicenow.com/community/itsm-forum/making-incident-quot-close-notes-quot-not-mandatory-...

If this helped to answer your query, please accept the solution and close the thread.

Thanks,

Bhuvan