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

Raghu Ram Y · ‎03-10-2022

Hi @ayano

Incident will close automatically there is no need of manual work,

OOB we are having a business rule, i.e., incident autoclose based on this business rule incidents close automatically.

Raghu Ram Y · ‎03-16-2022

@ayano have you gone through my suggestion?

If my response was helpful then please mark it as "CORRECT and HELPFUL" so that it will be helpful for future readers.

Blobbo · ‎11-26-2024

Any agent (itil role) can close an INC. Closed is hidden in the UI for all but itil_admin
But this is easy to work around.
Create an INC template with "State=Closed"
Apply the template to an INC. Bingo, state is now set, just save the INC.
It's not advisable to skip the state resolved, as resolving triggers notifications, esp to the customer.