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Resolve button is not showing for ticket opened by End use in the portal

priya pretty
Tera Contributor

an hour ago

In the Servicenow portal if some one rised an incident on behalf off caller(end user) then Resolve option is not showing for the one who(end user) raised (opened by). But the caller can able to view and resolve through portal. How can I fix this to show the resolve option to ticket opened by user (end user) as well.  OOB Issue

priyapretty_0-1764764012016.png

 

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Dr Atul G- LNG
Tera Patron
Tera Patron

an hour ago

Hi @priya pretty 

 

That is incorrect. Only the caller should be able to resolve the incident, not on behalf of someone else. This is expected behavior. Please don’t make changes that could create technical debt. Besides, only the caller can approve or mark the issue as resolved."

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Dr. Atul G. - Learn N Grow Together
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