Symptoms

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When 'itil' roled users are accessing the incident form and attempting to change the state field to 'Closed', this option is not available to them.

Release

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All releases

Cause

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This is caused by the following Client Script which checks whether users have the 'itil_admin' role.

https://<instance-name>.service-now.com/sys_script_client.do?sys_id=38c58af84657628200aeb11d8295f42c

Resolution

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1. Open up the following Client Script - "(BP) Hide Choice - Closed"
   
   https://<instance-name>.service-now.com/sys_script_client.do?sys_id=38c58af84657628200aeb11d8295f42c
   
   
2. Change the 4th line to be the following:
   
   if (g_user.hasRole('itil'))
   
   
3. Save the record.