Who can close the incident?

ayano · ‎03-09-2022

Who or which role can manually change the incident from Resolved to Closed?

Ankur Bawiskar · ‎03-09-2022

Hi,

Please check the UI action condition of Resolve

new global.IncidentUtils().canResolveIncident(current)

Please check UI action condition for Close Incident

new global.IncidentUtils().canCloseIncident(current)

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Sunjyot Singh · ‎03-09-2022

Hi,

There is an OOB Client Script which is removing the "Closed" option for everyone except a user with "itil_admin" role. So, an user with "itil_admin" role should be able to move the state from resolved from closed manually.

Thanks.

JCastillo · ‎03-09-2022

The user in caller field also can move resolved to closed.

ayano · ‎03-09-2022

Hi,

Thank you for the message.

From what menu can this record be displayed?

Ikeda1 · ‎03-09-2022

Hello Ayano-san,

System definition > client script

You can see the record.