In the service desk, the helpdesk team is not able to close the ticket.
The status will be changed to resolved, but are not able to close the ticket.
Kindly let us know how to proceed on this.
Do you have "open to closed" transition defined in the Request Transition List? This option is available in the open request status.
The open to closed transition is not defined in the Request Transition List. Open - WIP - Resolved - Closed.
So after the Resolved status, it must be changed to Closed.
Kindly let me know how can this be defined only for specific users in the group.
as I read your last post, you want to allow only certain people in the group to Close a ticket.
Assume that the analysts in this group have the role 'Level 1 Analyst', which in turn has a Data Partition called 'L1 Analyst'.
Define a new role 'L1 Ticket Closer' as a copy of the 'Level 1 Analyst' role, also copy the 'L1 Analyst' data partition and label it 'L1 Ticket Closer' and make that the Data Partition for the 'L1 Ticket Closer' role.
Now add a 'View' constraint againt the Cr_Status table in the 'L1 Analyst' Data Partition, with constraint "code <> 'CLS' ".
To the group members who are allowed to close a ticket, allocate the role 'L1 Ticket Closer'. You can do this individually or through an Access Type.
Now only the group members operating as a 'L1 Ticket Closer' will see the 'Closed' status in the dropdown when they try to update a ticket's status. The group members who operate under the 'L1 Analyst' role will be able to resolve a ticket but not close it.
Hope that helps :-)
Retrieving data ...