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

View solution in original post

12 REPLIES 12

Hi,

Thank you so much!

The reason why itil admin couldn't close was that it was set to Active = False? ??

find_real_file.png

Hello Ayano-san,

Yes,  "Active = False" means this client script does NOT work!

Hi Takeru-san,

thank you.
If I activate this, Itil_admin can be closed, right?

Could this have been changed to false due to the Roman upgrade?

 

Thanks and Regards,

お返事が遅くなり申し訳ありません。

まどろっこしいので日本語で書きますね。

このクライアントスクリプトをactiveにするとadminとitil_adminがクローズできます。

Romeのバージョンアップではなく、Quebecの時に動きが変わっているように公式ドキュメントからは見えます。

パリ
インシデントを解決してクローズする | ServiceNow Docs

ケベック
インシデントを解決してクローズする | ServiceNow Docs

ご確認ください。

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