Close option should get removed from the agent workspace and tickets should automatically get closed

MJ2025
Tera Contributor

‎02-24-2025 05:03 AM

How to disable the option of 'close incident' from ServiceNow AWA agent workspace and let the resolved tickets get automatically closed in a given time period. 

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎02-24-2025 06:16 AM

Hi @MJ2025 

For this, you need to change or hide the "Close Incident" declarative action. However, why do you want to remove it? It’s better to educate users or set a condition for who can close the incident manually, rather than removing it entirely.

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MJ2025
Tera Contributor
In response to Dr Atul G- LNG

‎02-25-2025 03:24 AM

close option can be removed from UI actions, is there a way to get the resolved tickets, automatically closed within a given time limit. (ex: withing 1 hour) 

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