Who can close the incident?

ayano
Giga Guru

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

 

1 ACCEPTED SOLUTION

Ankur Bawiskar
Tera Patron
Tera Patron

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

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12 REPLIES 12

Sunjyot Singh
Kilo Guru

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.

 

find_real_file.png

 

Thanks.

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

Hi,

Thank you for the message.

From what menu can this record be displayed?

Hello Ayano-san,

System definition > client script 

You can see the record.