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.

[Scott Schlitz]

Thanks for the input Allen.  I am partial to "Closed" status but if there are benefits from using "Resolved" that I am not aware of I am certainly open to switching.  Would you have time to follow-up your previous post and list a few of the benefits?

Thank You - Scott S.

[Sergio26]

I agree.

The resolved state will also let the customer the chance to confirm the problem is solved and to put it back in resolution mode.

Also there is now a property for incident mangement that let's you automatically close an incident after X days. 

So the extra step you are talking about can be done automatically.

Thank you

[Scott Schlitz]

I just added them to the ITIL_Admin group - problem solved.  Thank You!!!

[Sergio26]

Hello you can mark my answer above as correct if it solved your problem :).

Have a great day