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.

[Sergio26]

Unfortunately some scripts are read only even for admins and can only be modified by ServiceNow admins and this one is like that.

[Arun12]

I just tried overriding the canCloseIncident function from the IncidentUtils script include on my Personal Dev instance and it worked. So anyone with an itil role will be able to see the 'Close Incident' UI action and click on it to close the incident.

[Sergio26]

Well there you go. I didn't notice is was extendible so yeah you can change the role.

Good one!

[Arun12]

In response to Sergio's post above, wouldn't it be simpler to change 'itil_admin' to 'itil' in the Script Include global.IncidentUtilsSNC

[Allen Andreas]

For what its worth, allowing ITIL to go directly to Closed removes a lot of good data points used to help track the overall Incident process and its effectiveness. Unless you have some other development in place, you may also want to look at the notification for Closed to ensure it still meets this requirement and changing wording or information contained within, if applicable.

I've implemented ServiceNow 3 times and every single time they say this same thing. We don't like Resolved, we want to Close it, etc. And after explaining things a bit more and showing some of the tools around NOT closing it...they back off and then it becomes a norm to just go to Resolved.

Just throwing that out there.

Please mark reply as Helpful/Correct, if applicable. Thanks!