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!

[Kieran Anson]

Hi Lia,

I'd say you're correct that only itil_admin can close an incident based on the BR '(BP) Hide Choice - Closed'.

I'm not sure which doc page you're referencing as I can only see your extracted comment on the old wiki. If its on doc.servicenow.com, leave feedback using the feedback button as per below screenshot

If my reply helped with your issue please mark helpful 👍 and correct if your issue is now resolved. ✅
By doing so you help other community members find resolved questions which may relate to an issue they're having.

[Lia4]

Thanks I did that. 

The page I am referring to is the following:

https://docs.servicenow.com/bundle/orlando-platform-administration/page/administer/roles/reference/r...

Also in the SN ITSM Implementer Book (Orlando release) it is saying that the itil role can close incidents, problems and so on but if I try it in my instance, which is on Orlando, it is not possible for the itil user to close the incidents. 

I will post an update as soon as I get an answer from docs.servicenow

[Megha Padale]

Hi,

Users with the itil_admin role have the capability to resolve as well as close incidents whereas users with the itil role have the capability to resolve incidents with no option to close. 

refer this link

https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/incident-management/ref...

If my answer helped you in any way, mark answer as helpful and correct.

Thanks and regards,

Megha.

[Lia4]

Yes but that was on Madrid. As you can see on the Orlando notes, the docs are saying that itil role can also close the incidents. So its saying in docs, but in the systems it's different. That is the confusing thing.