This isn't really a question as I have figured out the answer, but the solution makes no sense. In ServiceNow's own documentation on the itil role it states "Can open, update, close incidents, problems, changes, config management items". This is just demonstratively false, as the role problem_coordinator is needed to close out problems. To add on to the absurdity, this role cannot be assigned to the itil role OOTB because it contains the itil role.... like what? So in order to actually let itil users do what the documentation says they can do, you have to remove the itil role from the problem_coordinator role and then assign it to the itil role.
I have been working on ServiceNow for about 2 1/2 years, and I have been shocked at how bad their documentation I have used has been, especially with spoke configuration and the fact none of them ever mention the need for a service account when setting up with OAuth. I have had to fight with other teams to allow the creation of these accounts because none of the documentation ever states this. Apologies, on the tangent, but please ServiceNow do better on your documentation.
