How can we give ITIL users the right to close tickets?

[Scott Schlitz]

We would like technicians to have the ability to directly close tickets.  We understand the SN reason why this is not enabled by default but that is not compatible with how we run our helpdesk.  Our consultants have enabled techs to move a ticket to resolved status, save it, then move it to closed status.  We would like to eliminate this extra step.  Any help would be appreciated.

[Ankur Bawiskar]

Hi Scott,

Are you saying that itil users should be allowed to update state field so that they can set it to closed?

if yes then check any field level write ACL; if not create new and give itil role

Mark Correct if this solves your issue and also mark Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[AndyB5000]

assuming you are looking to have the agents close the incident instead of resolving them you can copy the resolve UI action to have it function as a closed action.

https://<add instance name>/nav_to.do?uri=%2Fsys_ui_action.do%3Fsys_id%3D38c073d7465762820116c37c3353540f%26sysparm_record_target%3Dsys_ui_action%26sysparm_record_row%3D1%26sysparm_record_rows%3D4%26sysparm_record_list%3DnameSTARTSWITHresolve%255EORDERBYorder

If my answer helped you in any way, please then mark it as helpful or correct.

[Sergio26]

Hello,

There is already a UI Action that is OOB and it's called 'Close Incident'.

The condition to display the button referers to a Script Include called 'global.IncidentUtils' that refers to a parent one called 'global.IncidentUtilsSNC' and within a function called 'canCloseIncident'

If you want your techs to close incidents juste give them the 'itil_admin' role.

However you should check what other permissions this role gives to users.

Otherwise the option of creating your own 'Close incident' button is OK but keep in mind that any customizations (like new UI Action) will need a minimum of testing each updates. 

Thank you

[Arun12]

Wouldn't it be simpler to change 'itil_admin' to 'itil' in the Script Include global.IncidentUtilsSNC?