question Who can close the incident? in ITSM forum

Who can close the incident?

ayano — Thu, 10 Mar 2022 05:20:44 GMT

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

Re: Who can close the incident?

Sunjyot Singh — Thu, 10 Mar 2022 05:38:32 GMT

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.

Re: Who can close the incident?

Ankur Bawiskar — Thu, 10 Mar 2022 05:38:55 GMT

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

Re: Who can close the incident?

JCastillo — Thu, 10 Mar 2022 05:42:29 GMT

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

Re: Who can close the incident?

ayano — Thu, 10 Mar 2022 06:30:38 GMT

Hi,

Thank you for the message.

From what menu can this record be displayed?

Re: Who can close the incident?

Ikeda1 — Thu, 10 Mar 2022 06:47:43 GMT

Hello Ayano-san,

System definition > client script

You can see the record.

Re: Who can close the incident?

ayano — Thu, 10 Mar 2022 09:14:09 GMT

Hi,

Thank you so much!

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

Re: Who can close the incident?

Ikeda1 — Thu, 10 Mar 2022 09:46:48 GMT

Hello Ayano-san,

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

Re: Who can close the incident?

ayano — Thu, 10 Mar 2022 12:15:06 GMT

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,

Re: Who can close the incident?

Raghu Ram Y — Thu, 10 Mar 2022 12:18:33 GMT

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.

Re: Who can close the incident?

Raghu Ram Y — Wed, 16 Mar 2022 10:39:17 GMT

@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.

Re: Who can close the incident?

Ikeda1 — Tue, 29 Mar 2022 08:34:17 GMT

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。

Re: Who can close the incident?

Blobbo — Tue, 26 Nov 2024 10:50:22 GMT

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.