Unable to resolve incident ticket and update worknotes

[Edward Amartey]

I am experiencing few challenges with my serviceNow portal, One of my engineers is unable to resolve or close tickets when it been assigned to him. I have changed to default view yet the engineer is not able to update information in the work notes as well as close the ticket. As an administrator when I impersonate the engineer's account it works. But it does not work when the Engineer use his account.  Please help with any suggestion

[Community Alums · Accepted solution]

Hi @Edward Amartey ,

 Check if your engineer has below roles:

Role required:

• For resolution: itil, list_updater, sn_incident_write, or admin
• For closure: itil_admin or admin