How do I allow users to resolve/close their own tickets?

Version 2

    Verified Product Versions

    Service Desk 2016.xService Desk 2017.x

    Problem

    End users are unable to close their tickets.  The company would like to enable this feature.

     

    Cause

    End users do not have permissions to the Resolve process action

     

    Resolution

    Assign the appropriate permissions so that users have access to the Resolve process action.

     

    Do the following in console:

    • Administration > Administration > Roles > End User > SelfServiceUser
      • Modules > Incident Management > Process Related Objects > Incident
        • Resolution Resolve > Check Execute, Read, and Update
        • Task Incident > Check Read
      • Process Management > Non-Process Related Objects
        • Process Workload > Check Delete

     

     

    Please remember that every environment is different, and these permissions may not be exactly what your environment requires.  As always, verify these steps work in a test environment before applying to production.