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‎02-27-2023 05:20 AM
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
Solved! Go to Solution.
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‎02-27-2023 05:24 AM
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
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‎02-27-2023 05:24 AM
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