Can ITIL user close an incident? Docs and system say different things.

[Lia4]

Hello all:)

I am right now preparing for the CIS ITSM. 

I found very often the question: Can an itil user close an incident or problem.

The answer was always no, only the itil_admin can. 

But the description of the role in the system and the docs.servicenow say the following: 

Can perform standard actions for an ITIL helpdesk technician. Can open, update, close incidents, problems, changes, configuration management items. By default, only users with the itil role can have tasks assigned to the them

If I now go into my instance and try to close an incident with a user with the itil role, it is not possible to close the incident.Only the itil_admin can.

So system and docs say different things which is cofnusing. would not know what to answer in an exam. Thank you!

[Lia4 · Accepted solution]

So I had now the exam and also asked other people. 

From Orlando on, the itil role has the ability to uodate AND close incidents. Only the itil_admin can also delete them.

[Kenneth Zabrisk]

Looking at the SanDiego release, the canCloseIncident function of the IncidentUtilsSNC

Script Include shows that only an itil_admin or the caller can close the Incident:

canCloseIncident: function(current) {
if (current.incident_state != IncidentState.RESOLVED)
return false;
if (gs.hasRole("itil_admin"))
return true;
if (this._isMajorIncident(current))
return (current.caller_id == gs.getUserID() && gs.getUser().hasRoles()) || gs.hasRole("major_incident_manager");
else if (current.caller_id == gs.getUserID())
return true;
return false;
},

That function is the Condition of the Close Incident UI Action.