How to Re-Open a Closed Catalog Task/ Request Item Ticket Without An Admin Role?

[kiki330611]

Hi Everyone,

We handles plenty of service request tickets on the daily basis and from time to time our fulfillers would close tickets by mistake and have to come to our sys admin team for help. We are exploring the possibility of letting their team leader to handle the re-open ticket task (just re-open the ticket doesn't need to revert the workflow etc) to ease the burden for admin. Is there any existing role in ServiceNow that grant this level of access to team leaders? I tried itil_admin but it doesn't work... 

If not, is there any advise what we could do?

Thanks!

[Mark Roethof]

Hi there,

Don't believe there is. Obviously, you could create a role, or if you can define a condition with which you can define all team leaders, you could use this for a condition on a custom UI Action Reopen.
Though, when are you trying to reopen the task? Could it be that the RITM and REQ are already closed then? That the workflow for the RITM is finished already or that the workflow is already a lot further in the proces? What should happen then?

Kind regards,
Mark

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[Ankush16]

Hi kiki330611,

Its not that straight forward if you have multiple tasks for same RITM . Can you please confirm if that will be the case there no such role which will do that you need to make a UI action to change state as required as closed  Task needs to reopen RITM/Request.

Let me know if u need more details.

Thanks

Ankush